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-5681040
20 Jan 2026 Santander UK Plc UpheldMortgagesDRN-5681040 The complaint Mr Z has complained that despite telling Santander UK Plc that there was a dispute on his jointly held mortgage, the other party (who I will refer to as Ms S) was able to move the mortgage onto a new preferential interest rate product. He’s said he didn’t give ... (4 pages)View decision -
Decision Reference DRN-5890478
20 Jan 2026 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5890478 The complaint Miss H says Admiral Financial Services Limited irresponsibly lent to her. What happened In September 2024 Miss H took out a loan for £19,500 from Admiral. The term was 60 months with monthly repayments of £444.78. The APR was 13.6% and the total repayable was £... (3 pages)View decision -
Decision Reference DRN-5944081
20 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5944081 The complaint Mr W has complained that HSBC UK Bank Plc trading as first direct treated him unfairly when he applied for an overdraft. What happened Mr W applied for a £300 overdraft with First Direct, but was declined. He feels this was unfair, and that it hasn’t been truth... (2 pages)View decision -
Decision Reference DRN-5740571
20 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5740571 The complaint Mr T complains that Revolut Ltd will not reimburse the funds he lost to a scam. Mr T is professionally represented, but for ease I have only referred to Mr T in this decision. What happened Mr T sold his business and was looking for an investment opportunity. H... (3 pages)View decision -
Decision Reference DRN-4477200
20 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4477200 The complaint Mr H’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... (7 pages)View decision -
Decision Reference DRN-5988847
20 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5988847 The complaint Mr C’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 him under Section 140A of the Consumer Credit... (9 pages)View decision -
Decision Reference DRN-6092817
20 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6092817 The complaint Mr and Mrs R’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2... (12 pages)View decision -
Decision Reference DRN-6090164
20 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6090164 The Complaint Mr L’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-5859280
20 Jan 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5859280 The complaint Mr G is unhappy that Vanquis Bank Limited restricted his account and with the service he received surrounding that. What happened On 3 December 2024, at around 3 am, Mr G attempted a purchase using his Vanquis credit account which was flagged by Vanquis’ automa... (3 pages)View decision -
Decision Reference DRN-6092882
20 Jan 2026 Mortgage Advice Bureau Limited Not upheldMortgagesDRN-6092882 The complaint Miss D has complained about a mortgage she took out in 2006 following advice from Mortgage Advice Bureau Limited (“MAB”). What happened Miss D took this mortgage out in 2006 through MAB to remortgage a property she had purchased in 1994. She borrowed around £57... (5 pages)View decision