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-6089151
20 Jan 2026 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-6089151 The complaint Mr B complains that a car acquired under a hire purchase agreement with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBF”) wasn’t of satisfactory quality when it was supplied to him. What happened Both parties are familiar wit... (4 pages)View decision -
Decision Reference DRN-6088940
20 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6088940 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-6090736
20 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6090736 The complaint Mr K’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 197... (12 pages)View decision -
Decision Reference DRN-6090779
20 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6090779 The complaint Mr B’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (t... (13 pages)View decision -
Decision Reference DRN-6089741
20 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6089741 The complaint Mr H 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 them under Section 140A of the Consumer Credit ... (13 pages)View decision -
Decision Reference DRN-5215529
20 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5215529 The complaint Mrs T’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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (10 pages)View decision -
Decision Reference DRN-5864325
20 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5864325 The complaint Ms K complains that Santander UK Plc won’t refund the full amount of money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both... (2 pages)View decision -
Decision Reference DRN-6028956
20 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6028956 The complaint Mr A complains that HSBC UK Bank Plc (‘HSBC’) did not reimburse the funds he says he lost to a scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend to set these out in detail here. However, I’ll provide a br... (7 pages)View decision -
Decision Reference DRN-6089611
20 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6089611 The complaint Miss F complains about how Revolut Ltd handled a transfer that was sent to her Revolut account. She complains that Revolut’s actions led to her incurring financial losses as it caused delays with her property purchase. What happened Revolut sent an email to Mis... (3 pages)View decision -
Decision Reference DRN-5823400
20 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5823400 The complaint Mr M and Mrs M complain that Barclays Bank PLC has for many years incorrectly held their funds in savings accounts which weren’t, but should have been, held by Mr M and Mrs M in their capacity as trustees of a trust. Mr M says this has caused additional tax los... (3 pages)View decision