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-5944700
21 Jan 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-5944700 The complaint Mr M complains that Lendable Ltd trading as Zable irresponsibly lent to him. What happened Mr M was approved for a Zable credit card in March 2023, with a £200 credit limit. The credit limit was increased a further three times – in September 2023 (£500), Decemb... (3 pages)View decision -
Decision Reference DRN-5851835
21 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5851835 The complaint Miss S has complained about how Revolut Ltd (Revolut) handled her refund claim. What happened The details of this complaint have been set out previously and aren’t in dispute, so I won’t repeat them again here. Instead I’ll focus on giving the reasons for my de... (4 pages)View decision -
Decision Reference DRN-6093928
21 Jan 2026 Barclays Bank UK PLC UpheldMortgagesDRN-6093928 The complaint Mrs J and Mr R complain that Barclays Bank UK PLC delayed providing redemption statements for some of their buy-to-let mortgages and has calculated their mortgages incorrectly. What happened Mrs J and Mr R have a number of buy-to-let mortgages with Barclays. Th... (4 pages)View decision -
Decision Reference DRN-6057587
21 Jan 2026 Startline Motor Finance Limited UpheldConsumer CreditDRN-6057587 The complaint STARTLINE MOTOR FINANCE LIMITED (‘Startline’) provided Miss S with a hire purchase agreement in 2023. The car price was £19,949. Miss S paid a deposit of £1,500 and so she borrowed £18,449. Miss S’ monthly repayments over the 55 month term were about £550. She ... (3 pages)View decision -
Decision Reference DRN-5876602
21 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5876602 The complaint Mr and Mrs I’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... (13 pages)View decision -
Decision Reference DRN-6004189
21 Jan 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6004189 The complaint Miss B complains that Vanquis Bank Limited (Vanquis) irresponsibly entered into a credit card agreement with her and increased her credit limit on several occasions. What happened In December 2018, Miss B applied for a credit card with Vanquis. It approved an ... (3 pages)View decision -
Decision Reference DRN-5933130
21 Jan 2026 Startline Motor Finance Limited UpheldConsumer CreditDRN-5933130 The complaint Miss T complains about the quality of a car supplied to her by Startline Motor Finance Limited (“Startline”). What happened Before I start here, I just wanted to say that I am satisfied having assessed the 1800 pages of emails and evidence now provided on this ... (6 pages)View decision -
Decision Reference DRN-6078738
21 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6078738 The complaint Mr G’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 ... (11 pages)View decision -
Decision Reference DRN-5833427
21 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5833427 The complaint Mr T complains that Monzo Bank Ltd (Monzo) didn’t provide appropriate support or intervention when he was using his Monzo bank account to gamble. What happened Mr T has a current account with Monzo. In September 2024 he told Monzo that he was struggling with ga... (4 pages)View decision -
Decision Reference DRN-5967820
21 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5967820 The complaint Mr and Mrs 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... (14 pages)View decision