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 384133 results
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Decision Reference DRN-5989294
2 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5989294 The complaint Mr and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (10 pages)View decision -
Decision Reference DRN-5929481
2 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5929481 The complaint Mrs H complains that Lloyds Bank PLC deducted an early withdrawal charge from her cash ISA balance when she transferred her ISA to another provider. What happened Mrs H had a one-year fixed interest rate cash ISA with Lloyds, paying interest of 4.6%. She had o... (3 pages)View decision -
Decision Reference DRN-5972246
2 Dec 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5972246 The complaint Mr R complains that Lloyds Bank PLC declined his loan application. What happened Mr R applied for a loan with Lloyds – with whom he already holds current and savings accounts – but his application was declined. Mr R queried this with Lloyds who advised him to c... (2 pages)View decision -
Decision Reference DRN-5957655
2 Dec 2025 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-5957655 The complaint Mr K says MI Vehicle Finance Limited (MI Vehicle) have been unreasonable not to allow him to refinance a balloon payment. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of th... (2 pages)View decision -
Decision Reference DRN-5568043
2 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5568043 The complaint Mr C complains that National Westminster Bank Plc (‘NatWest’) won’t reimburse funds he lost to fraud. What happened As the circumstances of this complaint are well known to both parties, I have summarised them briefly below. In or around September 2021, Mr C me... (4 pages)View decision -
Decision Reference DRN-5987052
2 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5987052 The complaint The estate of Mr R complains that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance 1 (‘Novuna’) is liable to pay it compensation under the Consumer Credit Act 1974 (as amended) (the ‘CCA’) following a complaint made about a timeshare bought using... (5 pages)View decision -
Decision Reference DRN-5875700
2 Dec 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5875700 The complaint Mr and Mrs L complain that The National Farmers' Union Mutual Insurance Society Limited (“NFU”) unfairly cancelled their home insurance policy. What happened Mr and Mrs L had home insurance with NFU. They made a number of claims for damage to a wall at th... (3 pages)View decision -
Decision Reference DRN-5970273
2 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5970273 The complaint Ms C’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 ... (11 pages)View decision -
Decision Reference DRN-5977442
2 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5977442 The complaint Mrs W complains that Lloyds Bank Plc (Lloyds) failed to refund her for an unsatisfactory stay in a holiday villa. What happened Mrs W paid for a two week stay in a villa with a company I’ll call S, using her Lloyds debit card. When she arrived at the villa Mrs... (2 pages)View decision -
Decision Reference DRN-5989127
2 Dec 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5989127 The complaint Mr and Mrs F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (18 pages)View decision
