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-5855999
5 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5855999 The complaint Mr O’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 him under Section 140A of the Consumer Credit Act 1974 ... (13 pages)View decision -
Decision Reference DRN-6014184
5 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6014184 Complaint Miss S has complained about a credit card Clydesdale Bank Plc (trading as “Virgin Money”) provided to her. She says she shouldn’t have been provided with this credit card as she already had a lot of debt and this meant that this card was unaffordable. Background I... (3 pages)View decision -
Decision Reference DRN-5839777
5 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5839777 The complaint Ms M complains that Barclays Bank UK PLC did not reimburse the funds she lost to a scam. What happened Ms M says she was deceived by a fake travel agent into making a number of card payments to various airlines. She says she received fake tickets, but was given... (3 pages)View decision -
Decision Reference DRN-5967394
5 Feb 2026 Hutchison 3G UK Limited UpheldConsumer CreditDRN-5967394 The complaint Miss T is unhappy with the way Hutchison 3G UK Limited trading as Three (“Three”) handled her device plan agreement and supported her with an outstanding debt. What happened In early 2024 Miss T bought a phone from Three using a fixed sum loan agreement (“the d... (6 pages)View decision -
Decision Reference DRN-6132841
5 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6132841 The complaint Mr M complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I sa... (5 pages)View decision -
Decision Reference DRN-6126421
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6126421 The complaint Mrs T 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-5206784
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5206784 The complaint Mrs and Mr G’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)... (9 pages)View decision -
Decision Reference DRN-5899550
5 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5899550 The complaint Miss A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund her money, which she believes she has lost to a scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it all in detai... (3 pages)View decision -
Decision Reference DRN-5812064
5 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5812064 The complaint Mr Y complains that National Westminster Bank Public Limited Company (NatWest) closed his bank accounts. What happened In 2025, Mr Y opened two bank accounts with NatWest. He says he has a condition that compels him to open and close bank accounts. But NatWest ... (2 pages)View decision -
Decision Reference DRN-5766738
5 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5766738 The complaint Mr H complains that HSBC UK Bank Plc, trading as first direct, restricted his account. What happened Mr H had an account with first direct. In 2025, first direct restricted the account. It told Mr H it thought he’d fallen victim to a scam. Mr H doesn’t think it... (2 pages)View decision