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 392389 results
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Decision Reference DRN-6063250
8 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6063250 The complaint Mr and Mrs M’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)... (11 pages)View decision -
Decision Reference DRN-5719317
8 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5719317 The complaint Mr R and Mrs T complain about the amount of money they received when making an international payment from another bank to their account with TSB Bank plc. They said they received poor customer service, and the exchange rate was high. What happened In early Febr... (3 pages)View decision -
Decision Reference DRN-5900759
8 Jan 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5900759 The complaint Miss B is unhappy that a car supplied to her under a personal contract purchase agreement with CA Auto Finance UK Ltd (‘CAF) was of an unsatisfactory quality. She also believes CAF acted irresponsibly by approving the personal contract purchase agreement she ap... (4 pages)View decision -
Decision Reference DRN-5757279
8 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5757279 The complaint Miss P is unhappy HSBC UK Bank Plc will not refund the money that she lost as the result of a scam. What happened As both parties are familiar with the details of the scam, I won’t repeat them here in full. In summary, Miss P fell victim to a job/task scam. Sh... (3 pages)View decision -
Decision Reference DRN-6062949
8 Jan 2026 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-6062949 The complaint Mr G 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 him under Section 140A of the Consumer Credit Act 1974 (a... (17 pages)View decision -
Decision Reference DRN-5872124
8 Jan 2026 Advantage Insurance Company Limited UpheldInsuranceDRN-5872124 The complaint Mr B and Miss S complain about the repudiation of their contents insurance claim by Advantage Insurance Company Limited (’Advantage’) and the service provided when responding to that claim. Some of Mr B and Miss S’ dissatisfaction is with actions of agents that... (3 pages)View decision -
Decision Reference DRN-5963553
8 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5963553 The complaint The executors of the late Mr P’s estate complain, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with Mr P under Section 140A... (12 pages)View decision -
Decision Reference DRN-6028257
8 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6028257 The complaint Mr A complains that Nationwide Building Society rejected his claim under section 75 Consumer Credit Act 1974 (“s.75”) in respect of a service which was not provided. What happened In July 2019 Mr A paid £10,110 to a company called Timeshare Legals (“TL”). He pa... (3 pages)View decision -
Decision Reference DRN-5641821
8 Jan 2026 Inter Partner Assistance SA UpheldInsuranceDRN-5641821 The complaint Ms H complains Inter Partner Assistance SA (“IPA”) treated her unfairly when making a home emergency claim. Any reference to IPA includes the actions of its agents. What happened The investigator set out his recommended outcome and his reasons for it as follows... (5 pages)View decision -
Decision Reference DRN-6059093
8 Jan 2026 Paymentsense Limited UpheldBanking and PaymentsDRN-6059093 The complaint A limited company, which I’ll refer to as S, complains that Paymentsense Limited trading as Dojo wrongly cancelled their merchant services contract, resulting in S being unable to take card payments at a busy time. What happened S operates in the hospitality se... (3 pages)View decision