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-4697630
16 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4697630 The complaint Mr and Mrs W’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mr and Mrs W were members of a ‘points’ timeshare membership with a ti... (10 pages)View decision -
Decision Reference DRN-6139208
16 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6139208 The complaint Mrs D and Mr D’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-6156255
16 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6156255 The complaint Mrs D has complained that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘Novuna’) overcharged her interest on fixed sum loan she took out with it to pay for a timeshare. What happened On 8 April 2012 Mrs D purchased a timeshare using a fixed ... (3 pages)View decision -
Decision Reference DRN-6016366
16 Feb 2026 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-6016366 The complaint Mr K complains that The Royal Bank of Scotland Plc (“RBS”) did not respond fairly after his loan account fell into arrears. What happened Mr K says he took out a loan on 25 March 2024 and had only missed two payments, in March 2025 and May 2025, due to short-t... (4 pages)View decision -
Decision Reference DRN-6154889
16 Feb 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6154889 The complaint Mr R is unhappy Nationwide Building Society (Nationwide) blocked and closed his accounts. What happened The facts of this complaint are well known to both sides, so I will summarise them below. Nationwide blocked Mr R’s accounts, including his current account,... (5 pages)View decision -
Decision Reference DRN-6086137
16 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6086137 The complaint Mr G complains that Monzo Bank Ltd (Monzo) closed his account. What happened Mr G had an account with Monzo. In September 2025, Monzo decided to close Mr G’s account. The account closed in December 2025. Unhappy with this, Mr G complained to Monzo and then refe... (2 pages)View decision -
Decision Reference DRN-5896804
16 Feb 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5896804 The complaint Mr B is unhappy about several aspects of the service he’s received from Capital One (Europe) plc surrounding the closure of his accounts. What happened In December 2024, Capital One made the decision to no longer offer accounts to Mr B as they felt his language... (3 pages)View decision -
Decision Reference DRN-6119630
16 Feb 2026 EE Limited Not upheldConsumer CreditDRN-6119630 The complaint Mr C has complained that EE Limited (EE) opened a credit agreement in his name, that he did not agree to. What happened In mid-October 2025 Mr C acquired a new device via a Fixed Sum Loan Agreement with EE. The day after taking out the agreement he contacted E... (3 pages)View decision -
Decision Reference DRN-5924727
16 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5924727 The complaint Mrs J complains that Bank of Scotland plc trading as Halifax (“Halifax”) declined to reimburse funds she lost as a result of an alleged scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But ... (4 pages)View decision -
Decision Reference DRN-5950161
16 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5950161 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (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 (as amended) (the ‘CCA’) and (2) de... (13 pages)View decision