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 185689 results
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Decision Reference DRN-6317972
26 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6317972 The complaint Mrs and Mr M’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)... (16 pages)View decision -
Decision Reference DRN-6317967
26 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6317967 The complaint Mr F’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance (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... (12 pages)View decision -
Decision Reference DRN-6317951
26 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6317951 The complaint Mr P’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 ... (16 pages)View decision -
Decision Reference DRN-6317928
26 Apr 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6317928 The complaint Mrs M’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credi... (12 pages)View decision -
Decision Reference DRN-6113342
25 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6113342 The complaint Mr L complains that Nationwide Building Society refused to refund payments under the Direct Debit Guarantee. What happened Mr L says he asked Nationwide to refund payments under the Direct Debit Guarantee (DDG) for motor vehicle finance payments. He says the ag... (2 pages)View decision -
Decision Reference DRN-6317766
24 Apr 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6317766 The complaint Mrs A complains HSBC UK Bank Plc trading as first direct hasn’t updated her details meaning she hasn’t been receiving statements on time for months. What happened Mrs A and her husband – who she’s separated from – have a joint account with first direct. In Apri... (2 pages)View decision -
Decision Reference DRN-6236874
24 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6236874 The complaint Mr O has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to identify, intervene, and provide support in response to clear and escalating signs of gambling-related spending on his account. Mr O says that this particularly bec... (3 pages)View decision -
Decision Reference DRN-6195369
24 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6195369 The complaint Miss N complains Revolut Ltd won’t refund the money she lost to a scam. What happened The details of this complaint are well known to both parties. So, rather than repeat them all again here, I’ve summarised the key events. Miss N was offered a remote job oppor... (3 pages)View decision -
Decision Reference DRN-6181879
24 Apr 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6181879 The complaint Miss I complains that Moneybarn No.1 Limited (“Moneybarn”) failed to act fairly and reasonably towards her when entering into a Conditional Sale agreement with her. She’s said Moneybarn failed to disclose the commission it paid to the broker that introduced he... (3 pages)View decision -
Decision Reference DRN-6254911
24 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6254911 The complaint Mr C complains HSBC UK Bank Plc won’t refund the money he lost to a scam. What happened The background to this complaint is familiar to both parties, so I won’t set it out in detail here. In summary, Mr C was re-locating overseas with his family. He arranged to... (4 pages)View decision