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 179851 results
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Decision Reference DRN-6104051
10 Feb 2026 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-6104051 The complaint Mr T complains about damage charges applied by Mercedes-Benz Financial Services UK Limited (‘MBFS’). What happened The parties are familiar with the background of this complaint – so I won’t go into this in detail. It reflects my informal remit. In December 202... (3 pages)View decision -
Decision Reference DRN-6073646
10 Feb 2026 MBNA Limited Not upheldBanking and PaymentsDRN-6073646 Complaint Mr H has complained about a credit card MBNA Limited (“MBNA”) provided to him. He says that the credit card and the subsequent limit increases were unaffordable for him as they caused financial difficulty and further debt. Background MBNA provided Mr H with a cred... (6 pages)View decision -
Decision Reference DRN-6076424
10 Feb 2026 Equifax Limited Not upheldConsumer CreditDRN-6076424 The complaint Mr M complains Equifax Limited was reporting incorrect information on his credit file. What happened Mr M held a credit card with a bank I’ll refer to as L. In April 2025 a fraud attempt was unfortunately made on his card, so L replaced it. In June 2025 Mr M be... (3 pages)View decision -
Decision Reference DRN-6070035
10 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6070035 The complaint Ms H’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (t... (15 pages)View decision -
Decision Reference DRN-6109307
10 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6109307 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding again... (12 pages)View decision -
Decision Reference DRN-6140581
10 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6140581 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding again... (13 pages)View decision -
Decision Reference DRN-6139562
10 Feb 2026 Capital One (Europe) plc UpheldBanking and PaymentsDRN-6139562 The complaint Mr B complains that Capital One (Europe) Plc (‘Capital One’) told him he could access his credit card account using the mobile app when his account access was restricted. He’s unhappy with Capital One’s service and his options to manage his account. To resolve... (4 pages)View decision -
Decision Reference DRN-6103542
10 Feb 2026 Topaz Finance Limited Not upheldMortgagesDRN-6103542 The complaint Miss W and Mr D complain that Topaz Finance Limited trading as Rosinca Mortgages unfairly reported arrears on their buy to let mortgage account to the credit reference agencies. Miss W has dealt with the complaint. She asks that the arrears marker is removed. W... (3 pages)View decision -
Decision Reference DRN-6142425
10 Feb 2026 Topaz Finance Limited Not upheldMortgagesDRN-6142425 The complaint Mr and Mrs H’s complaint is about their buy-to-let (BTL) mortgage accounts held with Topaz Finance Limited trading as Siberite Mortgages, referred to here as Siberite. Following a decision dated 3 February 2026, I have decided that the issues I will be conside... (3 pages)View decision -
Decision Reference DRN-6049344
10 Feb 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6049344 The complaint Mr G is unhappy with the lack of support offered to him by TSB Bank plc after he told them about significant adverse changes to his financial position which affected his ability to make payments to his credit card account and his overdrawn current account. What... (3 pages)View decision