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-6073550
14 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6073550 The complaint Miss M’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 her under section 140A of the Consumer Credit Act 197... (12 pages)View decision -
Decision Reference DRN-6054271
14 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6054271 The complaint Mr H has complained that Nationwide Building Society (“Nationwide”) said it would assist him in downgrading or closing his fee-paying Flex Plus account. Mr H says that despite this assurance, Nationwide didn’t downgrade or close his account. What happened Mr H ... (2 pages)View decision -
Decision Reference DRN-6075975
14 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6075975 The complaint and what happened Mr G complains Revolut won’t reimburse money he lost when he fell victim to an investment scam. The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap some of the key points, and foc... (4 pages)View decision -
Decision Reference DRN-5946742
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5946742 The complaint Mr and Mrs L’s complaint is 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) deciding aga... (12 pages)View decision -
Decision Reference DRN-6075698
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6075698 The complaint Ms P and Ms R’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... (10 pages)View decision -
Decision Reference DRN-4449210
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4449210 The complaint Mr and Mrs L’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)... (7 pages)View decision -
Decision Reference DRN-6059574
14 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6059574 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary... (3 pages)View decision -
Decision Reference DRN-6079271
14 Jan 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6079271 The complaint Mrs S complains Tandem Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with her under Section 140A of the CCA. Mrs S is represented in h... (13 pages)View decision -
Decision Reference DRN-5981811
14 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5981811 The complaint Mrs 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 them under Section 140A of the Consumer Credit Act 19... (12 pages)View decision -
Decision Reference DRN-6059551
14 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6059551 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr S has explained that between Apr... (2 pages)View decision