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-6132675
10 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6132675 The complaint Mr A complains about the handling of a fixed sum loan agreement he has with Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance. What happened In April 2019, Mr A took out a fixed sum loan agreement with Novuna to buy a used car from a dealer, with ... (4 pages)View decision -
Decision Reference DRN-6131412
10 Feb 2026 Blemain Finance Limited Not upheldMortgagesDRN-6131412 The complaint Mr C complains that Blemain Finance Limited trading as Together, the lender of his second charge mortgage (secured loan), wouldn’t deal with the attorney he appointed to act on his behalf. This complaint is also brought by the attorney, who I’ll call Mr B. What... (3 pages)View decision -
Decision Reference DRN-6142338
10 Feb 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6142338 The complaint Mr B and Mrs B complaint is, in essence, that First Holiday Finance Ltd (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 ... (10 pages)View decision -
Decision Reference DRN-5784226
10 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5784226 The complaint Mrs T complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (Amex), reduced her credit limit on her credit card and would not reinstate it for her. When I refer to what Mrs T and/or Amex said or did, it should also be taken to include things said or done on ... (3 pages)View decision -
Decision Reference DRN-6140503
10 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6140503 The complaint Miss P and Mr Y’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... (12 pages)View decision -
Decision Reference DRN-6142008
10 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6142008 The complaint Mr and Mrs S’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)... (14 pages)View decision -
Decision Reference DRN-6023087
10 Feb 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6023087 The complaint Mr P is unhappy with the guidance provided by Vanquis Bank Limited (Vanquis) when he attempted to transfer funds into his Cash ISA. He is also unhappy with the customer service provided. What happened Shortly before the end of the 2024-2025 tax year, Mr P attem... (3 pages)View decision -
Decision Reference DRN-5773102
10 Feb 2026 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5773102 The complaint Miss T complains that Link Financial Outsourcing Limited trading as Link Financial (Link) have treated her unfairly when dealing with her account and have been harassing her. What happened Miss T’s complaint centres around a credit card account that she had wit... (3 pages)View decision -
Decision Reference DRN-5749760
10 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5749760 The complaint Mr A complains that Revolut Ltd has declined to refund a disputed transaction that was made from his account. What happened On 27 March 2025, when travelling in a taxi overseas, Mr A says he was manipulated into authorising a payment far greater than the actual... (2 pages)View decision -
Decision Reference DRN-6049491
10 Feb 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-6049491 The complaint Mrs C complains about end of contract charges when she returned her car at the end of a hire purchase agreement provided by CA Auto Finance UK Ltd (“CA Auto”). What happened In December 2021, Mrs C acquired a used car using a hire purchase agreement with CA Au... (3 pages)View decision