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 179155 results
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Decision Reference DRN-5925605
17 Feb 2026 Advantage Finance Ltd UpheldConsumer CreditDRN-5925605 The complaint Miss C complains that sufficient checks weren’t completed by Advantage Finance Limited before it supplied a car to her under a hire purchase agreement. What happened A used car was supplied to Miss C under a hire purchase agreement with Advantage Finance that s... (3 pages)View decision -
Decision Reference DRN-6091114
17 Feb 2026 ONMO Limited Not upheldBanking and PaymentsDRN-6091114 The complaint Mr N complains that ONMO Limited (ONMO) acted irresponsibly when they agreed to lend to him. What happened In October 2024, Mr N successfully applied for a credit card with ONMO with an initial credit limit of £2,000 and an APR of 28.5%. In March 2025, the cre... (4 pages)View decision -
Decision Reference DRN-6158164
17 Feb 2026 Startline Motor Finance Limited UpheldConsumer CreditDRN-6158164 The complaint Miss C complains that a car that was supplied to her under a hire purchase agreement with Startline Motor Finance Limited wasn’t of satisfactory quality. What happened I issued a provisional decision on this complaint earlier this month in which I described wha... (5 pages)View decision -
Decision Reference DRN-6064434
17 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6064434 The complaint Mr D complains that NewDay Ltd, trading as BIP, lent to him irresponsibly, and then increased the credit limit on the account, without carrying out proper affordability checks. He would like all the interest and charges associated with the credit card account r... (3 pages)View decision -
Decision Reference DRN-6161196
17 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6161196 The complaint Mr A and the estate of Mrs A’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) (th... (16 pages)View decision -
Decision Reference DRN-6158784
17 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6158784 The complaint Mr and Mrs I’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-6120525
17 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6120525 The complaint Miss P complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by a safe account scam. 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... (4 pages)View decision -
Decision Reference DRN-5911746
17 Feb 2026 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5911746 The complaint Mr J complains that the car he acquired through N.I.I.B. Group Limited, trading as Northridge Finance (“Northridge”) was misrepresented to him, and that it was not fit for purpose. He wants to reject the car and have the credit agreement cancelled. What happene... (5 pages)View decision -
Decision Reference DRN-6154822
17 Feb 2026 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-6154822 The complaint Mr C complains that Secure Trust Bank Public Limited Company (trading as V12 Retail Finance) will not adjust his loan balance or amend his credit file. What happened Mr C says that he was unlawfully recalled to prison without charge in June 2024. He explains t... (2 pages)View decision -
Decision Reference DRN-6161019
17 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6161019 The complaint The estate of Mr F complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY caused or contributed to delays in the transfer of an ISA belonging to Mr F. What happened Mr F sadly passed away in August last year. He’d appointed his daughter as one of two attorn... (3 pages)View decision
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