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 179851 results
-
Decision Reference DRN-5822748
16 Jan 2026 Omni Capital Retail Finance Limited Not upheldConsumer CreditDRN-5822748 The complaint Miss C has complained about the way Omni Capital Retail Finance Limited (“Omni”) dealt with a claim in relation to a surgical procedure she financed through a fixed sum loan with it. What happened The circumstances of the complaint are well known to the partie... (4 pages)View decision -
Decision Reference DRN-5820929
16 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5820929 The complaint Mr and Mrs L’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Backgroun... (13 pages)View decision -
Decision Reference DRN-6014355
16 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6014355 The complaint Mrs W complains about errors setting up a payment plan with TSB Bank plc (“TSB”), and problems getting a third party registered to help her manage her account. What happened Mrs W has been represented to bring her complaint to our service, but for simplicity, I... (3 pages)View decision -
Decision Reference DRN-5966170
16 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5966170 The complaint Mr S’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... (13 pages)View decision -
Decision Reference DRN-6078504
16 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6078504 The complaint Mrs P’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-5710028
16 Jan 2026 Salary Finance Limited Not upheldConsumer CreditDRN-5710028 The complaint Mr W complains that Salary Finance Ltd (Salary Finance) irresponsibly entered into a fixed sum loan agreement with him that he could not afford to repay. What happened In July 2024, Mr W applied for a loan with Salary Finance. He was given a loan for £3,500. T... (3 pages)View decision -
Decision Reference DRN-5779329
16 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5779329 The complaint Mr P complains Lloyds Bank PLC unfairly closed his account and wrongly applied a default against his name. What happened Mr P held a Lloyds classic account. The account became overdrawn, and in early September 2024 a letter was sent to Mr P asking him to credi... (3 pages)View decision -
Decision Reference DRN-6052525
16 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6052525 The complaint Mr and Mrs B’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)... (13 pages)View decision -
Decision Reference DRN-6045220
16 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6045220 The complaint Mrs W and Mr W complain that HSBC UK Bank Plc should pay them more compensation than it has offered in respect of poor service issues. What happened In March 2025, HSBC blocked Mr and Mrs W’s account after mail sent to their registered address was returned mar... (4 pages)View decision -
Decision Reference DRN-5977585
16 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5977585 The complaint Miss M has complained about the way Barclays Bank UK PLC trading as Tesco Bank (‘Tesco’) dealt with her claim for money back in relation to a package holiday she purchased using her credit card. What happened In March 2025 Miss M used her Tesco credit card to ... (5 pages)View decision