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-6253064
21 Apr 2026 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-6253064 The complaint Miss G complains Lowell Portfolio I LTD have treated her very unfairly when contacting her regarding outstanding debts. What happened Miss G has said since at least 28 November 2023 Lowell know about her personal circumstances – she describes herself as a sever... (5 pages)View decision -
Decision Reference DRN-6056973
20 Apr 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6056973 The complaint Mr M has complained that a car supplied to him on finance from BMW FINANCIAL SERVICES (GB) LIMITED trading as Alphera Financial Services wasn’t of satisfactory quality. What happened In September 2024, Mr M entered into a finance agreement with Alphera for a us... (3 pages)View decision -
Decision Reference DRN-6244044
20 Apr 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6244044 The complaint Mrs H, who is a director of a business I will call Company M, complains that Barclays Bank UK PLC delayed making a recall for a payment that Company M had made in error. Company M believes that it incurred a significant loss as a result of the delay. What happe... (3 pages)View decision -
Decision Reference DRN-6274910
20 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6274910 The complaint Mr and Mrs B complain Shawbrook Bank Limited (the “Lender”) has failed to honour a claim they brought under Section 75 of the Consumer Credit Act 1974 (“CCA”), and participated in an unfair credit relationship with them within the meaning of Section 140A of the... (3 pages)View decision -
Decision Reference DRN-6273357
20 Apr 2026 Zurich Insurance Company Ltd UpheldInsuranceDRN-6273357 The complaint Mrs H has complained that Zurich Insurance Company Ltd has capped the benefit it paid to her under her single trip travel insurance policy. What happened The background to this complaint is well known to the parties so I won't repeat it in detail again her... (3 pages)View decision -
Decision Reference DRN-6275491
20 Apr 2026 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-6275491 The complaint Mr H complains that JaJa Finance Ltd charged him interest at a time when he was experiencing financial difficulties. What happened Mr H holds a ASDA Money Credit Card with JaJa. Mr H contacted Jaja on 30 December 2024 and advised them of his vulnerability. Mr H... (2 pages)View decision -
Decision Reference DRN-6203786
20 Apr 2026 Santander UK Plc UpheldConsumer CreditDRN-6203786 The complaint Mr Z believes Santander UK Plc acted irresponsibly by agreeing a loan he’d applied for. What happened On 29 December 2022, Santander provided Mr Z with a £10,000 loan, to be repaid over 60 months, with monthly payments of £288.03. Mr Z has complained that Sant... (4 pages)View decision -
Decision Reference DRN-6273395
20 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6273395 The complaint National Westminster Bank Plc provided Ms B with a loan in July 2020. It was for £8,000 over 60 months with a monthly repayment of £168.30. Ms B says the loan was provided irresponsibly. What happened The details of this complaint are well-known to both partie... (2 pages)View decision -
Decision Reference DRN-5976388
20 Apr 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5976388 The complaint Mr R complains that American Express Services Europe Limited (“AMEX”) had a poor process for setting up a direct debit, resulting in a missed payment on his credit card and an adverse marker on his credit file. What happened Mr R originally set up a direct debi... (2 pages)View decision -
Decision Reference DRN-6200482
20 Apr 2026 U K Insurance Limited Not upheldInsuranceDRN-6200482 The complaint Miss P complains about the way U K Insurance Limited (UKI) initiated and settled a claim on her car insurance policy after she reported a low-speed collision. Any reference to Miss P or UKI includes the agents or representatives involved in the handling of the ... (3 pages)View decision