We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 401363 results
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Decision Reference DRN-6247659
21 Apr 2026 Santander UK Plc Not upheldConsumer CreditDRN-6247659 The complaint Mrs A complains that Santander UK Plc treated her unfairly as she was unable to view or manage her account, leading to the account falling into arrears. What happened Mrs A took out a loan in March 2023, for £20,000 repayable over five years with monthly repay... (2 pages)View decision -
Decision Reference DRN-6103701
21 Apr 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6103701 The complaint Mrs H and Mr H complain about the actions taken by Lloyds Bank Plc (Lloyds) when an unauthorised transaction was made on their account. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I w... (3 pages)View decision -
Decision Reference DRN-6241874
21 Apr 2026 Blue Motor Finance Limited Not upheldConsumer CreditDRN-6241874 The complaint Mr M complains that Blue Motor finance Limited was irresponsible in its lending to him. While it upheld his complaint, he doesn’t find the redress offered is sufficient. He wants the remaining balance on the account removed and his account taken back from the d... (3 pages)View decision -
Decision Reference DRN-6305941
21 Apr 2026 Bank of Scotland Plc UpheldConsumer CreditDRN-6305941 The complaint Mr M complains about the way Bank of Scotland has recorded information on his credit file in respect of a credit card account which is subject to a Debt Arrangement Scheme (‘DAS’). What happened The parties are familiar with the background details of this comp... (5 pages)View decision -
Decision Reference DRN-6092875
21 Apr 2026 Marsh Finance Limited UpheldConsumer CreditDRN-6092875 The complaint Mrs H complains about a car supplied to her using a hire purchase agreement taken out with Marsh Finance Limited (“Marsh Finance”). What happened In September 2023, Mrs H acquired a used car using a hire purchase agreement with Marsh Finance. The car was over ... (4 pages)View decision -
Decision Reference DRN-6269975
21 Apr 2026 ClearBank Limited Not upheldBanking and PaymentsDRN-6269975 The complaint Mr T a director of B Ltd complains on its behalf that ClearBank Limited, trading as Tide, incorrectly processed card payments causing it to lose money. What happened Mr T said on 30 April 2025 he booked a hotel for a client with a debit card and noticed the tr... (3 pages)View decision -
Decision Reference DRN-6218387
21 Apr 2026 Elderbridge Limited Not upheldMortgagesDRN-6218387 The complaint Mr L and Mrs L have said that their secured loan with Elderbridge Limited isn’t enforceable as they say they weren’t given a chance to review the loan terms and conditions before they signed the loan agreement. They want Elderbridge to give them a full refund, ... (4 pages)View decision -
Decision Reference DRN-6041472
21 Apr 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6041472 The complaint Mr M has complained that he was misled about the service history of the car he acquired on finance from Volkswagen Financial Services (UK) Limited (‘VWFS’). What happened On 14 May 2025, Mr M entered into a finance agreement with VWFS for a used car. However, h... (2 pages)View decision -
Decision Reference DRN-6243904
21 Apr 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6243904 The complaint Mrs S complains Clydesdale Bank Plc trading as Virgin Money (Virgin) didn’t notify her about the maturity of her Cash ISA account. Due to this, her funds remained in an account with a lower interest rate than alternative products available at the time. What hap... (3 pages)View decision -
Decision Reference DRN-6279788
21 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6279788 The complaint and what happened Mr A, via a representative, complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to an investment scam, resulting in the loss of £4,300 across two payments. Our investigator didn’t uphold the complaint. He... (2 pages)View decision