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-5947826
13 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5947826 The complaint Mrs A’s complaint is that Mitsubishi HC Capital UK Plc (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) deciding again... (12 pages)View decision -
Decision Reference DRN-5915137
13 Jan 2026 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5915137 The complaint Mr F has complained about a conditional sale agreement provided to him in July 2019. The agreement was provided by another business but was later transferred to Link Financial Outsourcing Limited, trading as Asset Link Capital (No.10) (‘ALC10’), Mr F says the... (2 pages)View decision -
Decision Reference DRN-5765218
13 Jan 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5765218 The complaint Miss V complains that Oakbrook Finance Limited (Oakbrook) irresponsibly provided her with two loans. What happened Oakbrook provided Miss V with two loans, as follows: Date Loan amount Period Monthly repayment November 2021 £2,000 (Loan 1) 24 months £112.15 M... (3 pages)View decision -
Decision Reference DRN-5885198
13 Jan 2026 MBNA Limited Not upheldBanking and PaymentsDRN-5885198 The complaint Mr N complains about the way MBNA Limited administered his credit card account during a period of financial difficulty. What happened Mr N held a credit card account with MBNA. In May and August 2024, Mr N requested holds on interest and charges through MBNA’s ... (3 pages)View decision -
Decision Reference DRN-5903160
13 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5903160 The complaint Mr F has complained about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) handled his request to chargeback a transaction. What happened In October 2024, Mr F made a £200.00 payment to an online marketplace, for an electric scooter, using his Na... (3 pages)View decision -
Decision Reference DRN-5782929
13 Jan 2026 Lloyds Bank PLC Not upheldMortgagesDRN-5782929 The complaint This complaint is about a mortgage that Mrs C and Mr C hold with Lloyds Bank PLC. The complaint relates primarily to how Lloyds dealt with Mrs C and Mr C’s request for help in a period of financial difficulties during 2024 and 2025. Mrs C and Mr C are no longer... (4 pages)View decision -
Decision Reference DRN-6069939
13 Jan 2026 HSBC UK Bank Plc UpheldConsumer CreditDRN-6069939 The complaint Ms F is unhappy with several aspects of the service she’s received from HSBC UK Bank Plc, trading as first direct (“FD”). What happened Ms F has a cognitive disability which she had previously made FD aware of. On 9 May 2025, Ms F sent an email to FD asking if... (10 pages)View decision -
Decision Reference DRN-5924440
13 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5924440 The complaint Miss O complains National Westminster Bank Plc (NatWest) acted unfairly when it placed an adverse marker on her credit file. What happened Miss O says in April 2025 she received notification from NatWest that her bank account was dormant and she needed to pay i... (3 pages)View decision -
Decision Reference DRN-5995967
13 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5995967 The complaint Mr H’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... (11 pages)View decision -
Decision Reference DRN-5946807
13 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5946807 The complaint Mr and Mrs S’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... (11 pages)View decision