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-6068487
22 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6068487 The complaint Mr 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 them under Section 140A of the Consumer Credit Act 1974 ... (10 pages)View decision -
Decision Reference DRN-6097110
22 Jan 2026 Bank of Scotland Plc UpheldMortgagesDRN-6097110 The complaint Mrs K complains about the way that Bank of Scotland plc has administered her mortgage. What happened In 1999 Mrs K took out a mortgage with Bank of Scotland. In May 2000 Mrs K took out an “Adaptable Mortgage Plan Plus” – an interest only mortgage repayable over... (3 pages)View decision -
Decision Reference DRN-6023237
22 Jan 2026 LEASYS UK LTD Not upheldConsumer CreditDRN-6023237 The complaint Mr C complains that LEASYS UK LTD (Leasys) won’t honour a finance agreement he had with them. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In Febru... (2 pages)View decision -
Decision Reference DRN-6053752
22 Jan 2026 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-6053752 The complaint Mr V complains that THE CO-OPERATIVE BANK P.L.C. (CB) failed to pursue a chargeback. What happened On 27 March 2024 Mr V ordered an armchair and on 15 April he made a second order for a recliner chair and other furniture. The cost was in excess of £7,000. He pa... (3 pages)View decision -
Decision Reference DRN-5769178
22 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5769178 The complaint Mr A complains that Monzo Bank Ltd did not reimburse the funds he lost to a scam. What happened Mr A says he met an individual on a messaging platform who said they could help him invest; I will refer to the individual as ‘X’. Mr A invested money into the platf... (2 pages)View decision -
Decision Reference DRN-5884795
22 Jan 2026 Paragon Bank Plc Not upheldBanking and PaymentsDRN-5884795 The complaint Mr D complains about a delay in transferring his cash ISA with Paragon Bank Plc to a new provider. What happened Mr D had a cash ISA with Paragon which he wanted to transfer to a new provider. On 24 April 2025 he instructed his new ISA provider, which I’ll cal... (3 pages)View decision -
Decision Reference DRN-4871415
22 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4871415 The complaint Mr and Mrs O’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)... (11 pages)View decision -
Decision Reference DRN-5786086
22 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5786086 The complaint Mr A complains Barclays Bank UK PLC unfairly closed his account and applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both ... (4 pages)View decision -
Decision Reference DRN-4928278
22 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4928278 The complaint Mrs and Mr F’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)... (11 pages)View decision -
Decision Reference DRN-6064173
22 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-6064173 The complaint Mr A’s complaint relates to a mortgage he has with NATIONAL WESTMINSTER BANK PLUBLIC LIMITED COMPANY (NatWest). He does not consider that NatWest has worked with him to facilitate the arrears on his mortgage being cleared and it has not removed adverse data fro... (4 pages)View decision