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-6063018
13 Feb 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-6063018 The complaint Mr K’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (19 pages)View decision -
Decision Reference DRN-6116973
13 Feb 2026 Startline Motor Finance Limited UpheldConsumer CreditDRN-6116973 The complaint Mrs H complains about the quality of a vehicle that was supplied through a motor finance agreement with STARTLINE MOTOR FINANCE LIMITED (SMF). What happened In July 2024, Mrs H acquired a used car through a hire purchase agreement with SMF. The car was around 1... (4 pages)View decision -
Decision Reference DRN-5922963
13 Feb 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5922963 The complaint Mr and Mrs J’s complaint is, in essence, that First Holiday Finance Ltd (‘FHF’) 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) dec... (10 pages)View decision -
Decision Reference DRN-6068732
13 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6068732 The complaint Miss S complains Vanquis Bank Limited lent to her irresponsibly when they provided her with a credit card account. What happened In August 2024, Miss S was provided with a Credit Card account by Vanquis, with an initial credit limit of £1,200. There were no fu... (3 pages)View decision -
Decision Reference DRN-5749837
13 Feb 2026 Go Car Credit Limited Not upheldConsumer CreditDRN-5749837 The complaint Ms A and Mr L complain Go Car Credit Limited (‘GCC’) irresponsibly entered into a car finance agreement because it didn’t complete reasonable and proportionate checks to ensure the agreement was affordable for them. They are represented in this complaint but fo... (3 pages)View decision -
Decision Reference DRN-5783052
13 Feb 2026 Think Money Limited UpheldBanking and PaymentsDRN-5783052 The complaint Mrs J complains that Think Money Limited won’t refund payments she didn’t make or otherwise authorise. What happened In October 2024, Mrs J received a call from a scammer impersonating Think Money’s fraud department. They asked Mrs J if she’d set up a direct d... (3 pages)View decision -
Decision Reference DRN-4560549
13 Feb 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-4560549 The complaint Mr and Mrs S’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)... (19 pages)View decision -
Decision Reference DRN-5875923
13 Feb 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5875923 The complaint Miss P complains Lloyds Bank Plc acted unfairly by not refunding a payment she made using her debit card. What happened In September 2022, Miss P purchased an item from a company I’ll refer to as A. She paid £1,209 using her Lloyds debit card. Miss P says the ... (4 pages)View decision -
Decision Reference DRN-6106445
13 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6106445 The complaint Mr L has complained that Santander UK Plc won’t refund him the money he lost when he fell victim to a scam. What happened Mr L was looking for a property to rent when he sadly fell victim to a cruel scam involving a fictitious property rental arrangement. Mr L ... (2 pages)View decision -
Decision Reference DRN-5981598
13 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5981598 The complaint Mr F’s complaint is, in essence, that Mitsubishi HC Capital 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 (as... (12 pages)View decision