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-6093730
21 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6093730 The complaint Mr A’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 ... (6 pages)View decision -
Decision Reference DRN-5042943
21 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5042943 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding again... (8 pages)View decision -
Decision Reference DRN-5810634
21 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5810634 The complaint Mrs B complains that Starling Bank Limited (‘Starling’) hasn’t refunded the money she says she lost to an investment scam. Mrs B referred her complaint to this service with the help of a professional representative. However, for ease of reading, I’ll refer onl... (2 pages)View decision -
Decision Reference DRN-5925834
21 Jan 2026 Volvo Car UK Limited Not upheldConsumer CreditDRN-5925834 The complaint Mr P complains that Volvo Car UK Limited (who I’ll call VCUK) shouldn’t have agreed to collect his car when they ought to have known private plates couldn’t be transferred before the collection. What happened The detailed background to this complaint is well kn... (2 pages)View decision -
Decision Reference DRN-6070409
21 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6070409 The complaint Mrs C says Revolut Ltd (“Revolut”) failed to protect her money when she fell victim to a scam. What happened Miss C says she had fallen victim to a crypto cryptocurrency related investment scam. She says she found the investment opportunity on Facebook and sign... (6 pages)View decision -
Decision Reference DRN-6015243
21 Jan 2026 MotoNovo Finance Limited Not upheldConsumer CreditDRN-6015243 The complaint Mr M, through his representative, complains that MotoNovo Finance Limited approved a finance agreement for a vehicle which he says he could not afford. What happened On 6 August 2020 Mr M chose a car to buy and signed a credit agreement to finance the purchase... (4 pages)View decision -
Decision Reference DRN-6026047
21 Jan 2026 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-6026047 The complaint Mr A has complained that Creation Consumer Finance Ltd “Creation” didn’t properly deal with his claim for money back in relation to an air fryer he purchased using credit provided by Creation. What happened The facts in this case are not disputed so I’ll only ... (3 pages)View decision -
Decision Reference DRN-6093520
21 Jan 2026 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-6093520 The complaint Miss Y complains that Link Financial Outsourcing Limited trading as Honours Student Loans (HSL) have provided her with credit agreements for her student loans that contain forged signatures. What happened I set out the background to this complaint and my initia... (3 pages)View decision -
Decision Reference DRN-6080385
21 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6080385 The Complaint Mr and Mrs J’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-5886044
21 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5886044 The complaint Mr A has complained about the way Monzo Bank Ltd (“Monzo”) dealt with a claim for money back in relation to some flights he paid for with credit it provided. What happened The facts in this case are not disputed so I’ve only briefly set them out here. In June ... (5 pages)View decision