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
-
Decision Reference DRN-6061866
6 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6061866 The complaint Ms M and Ms P’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... (12 pages)View decision -
Decision Reference DRN-6134366
6 Feb 2026 EE Limited Not upheldConsumer CreditDRN-6134366 The complaint Mr H argues EE Limited treated him unfairly by requiring him to continue to make payments towards a fixed sum loan agreement. This loan agreement was used to purchase a device. What happened On 7 March 2025 Mr H entered a fixed sum loan agreement to purchase a... (3 pages)View decision -
Decision Reference DRN-4782557
6 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4782557 The complaint Mr and Mrs C’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)... (2 pages)View decision -
Decision Reference DRN-5938135
6 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5938135 The complaint Ms A complains about problems she experienced when trying to open a Revolut Ltd account. What happened Ms A says she tried to open an account in the name of a business she owns. She says an account was opened in her personal name and a card was sent to her with... (2 pages)View decision -
Decision Reference DRN-6062893
6 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6062893 The complaint Miss S complains National Westminster Bank Plc (NatWest) failed to carry out thorough enough financial checks before it approved a loan for her. What happened Miss S says NatWest approved a loan of £1,650 for her in June 2021 at a time her income was erratic du... (3 pages)View decision -
Decision Reference DRN-6000305
6 Feb 2026 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-6000305 The complaint Mrs M complains that a vehicle supplied to her under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Seat Financial Services is of unsatisfactory quality. Mrs M also raised that she felt the agreement was misrepresented due ... (4 pages)View decision -
Decision Reference DRN-5775493
6 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5775493 The complaint Mrs S’s 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 her under Section 140A of the Consumer Credit Act 1974... (17 pages)View decision -
Decision Reference DRN-6132539
6 Feb 2026 Aviva Equity Release UK Limited Not upheldMortgagesDRN-6132539 The complaint Mr and Mrs F complain that Aviva Equity Release UK Limited wouldn’t allow them to draw on the cash reserve facility which should have been in place on their lifetime mortgage. What happened In 2023 Mr and Mrs F took out a lifetime mortgage with Aviva. They bor... (3 pages)View decision -
Decision Reference DRN-5958172
6 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5958172 The complaint Mr H complains that Oakbrook Finance Limited irresponsibly lent to him. Mr H also says when he fell behind on his payments, Oakbrook didn’t offer support. What happened Oakbrook lent Mr H one loan in August 2021. The loan was for £2,000 with 12 monthly repayme... (3 pages)View decision -
Decision Reference DRN-5940813
6 Feb 2026 Gain Credit LLC Not upheldConsumer CreditDRN-5940813 The complaint Mrs W complaints that Gain Credit LLC trading as Drafty (“Drafty”) gave her a line of credit without carrying out sufficient affordability checks. What happened Mrs W was granted a running credit facility in November 2024.This facility initially had a £2,000 c... (3 pages)View decision