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-6116101
12 Feb 2026 V12 Retail Finance Limited Not upheldConsumer CreditDRN-6116101 The complaint Mr R, who is represented by Mrs R, complains that V12 Retail Finance Limited refused his request to reject a faulty item of furniture. Mr R is the eligible complainant and I will refer to him throughout this decision, but I recognise that the complaint has been... (3 pages)View decision -
Decision Reference DRN-6148491
12 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6148491 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)... (11 pages)View decision -
Decision Reference DRN-6147969
12 Feb 2026 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-6147969 The complaint Ms G complains that Prepay Technologies Ltd won’t reimburse money she lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around January 2025, Ms G was contacted by an u... (4 pages)View decision -
Decision Reference DRN-5989286
12 Feb 2026 Creation Consumer Finance Limited Not upheldConsumer CreditDRN-5989286 The complaint Miss S is unhappy with how Creation Consumer Finance Limited (“Creation”) administered her account. What happened The parties are familiar with the background of this complaint, so I will summarise it here, which reflects my informal remit. Miss S took out a fi... (3 pages)View decision -
Decision Reference DRN-5902810
12 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5902810 The complaint Mr K complains that Starling Bank Limited hasn’t reimbursed all the money he’s lost to a scam. What happened In summary, Mr K says that he has used the services of a company to assist him in obtaining a VISA, but he has not received the service he paid for. Mr ... (1 page)View decision -
Decision Reference DRN-6033085
12 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6033085 Complaint Miss W has complained about a credit card Barclays Bank UK PLC (trading as “Barclaycard”) provided to her. She says that the card was provided to her despite her existing high debt levels and it clearly being unaffordable for her. Background Barclaycard provided M... (3 pages)View decision -
Decision Reference DRN-6148302
12 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6148302 The complaint Mr M says that Clydesdale Financial Services Limited, trading as Barclays Partner Finance – (the Lender), unfairly declined his claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). And he says his creditor- debtor relationship with the Lender was unf... (10 pages)View decision -
Decision Reference DRN-5786271
12 Feb 2026 East End Fair Finance Limited Not upheldConsumer CreditDRN-5786271 The complaint Miss L complains that East End Fair Finance Limited trading as Fair Finance was irresponsible in its lending to her and that she was not adequately assessed for the credit. What happened Miss L applied for credit with Fair Finance and had a loan approved as fol... (3 pages)View decision -
Decision Reference DRN-6058017
12 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6058017 The complaint Miss C complains Revolut Ltd recorded a marker against her on a national fraud database. She doesn’t think it’s treated her fairly. What happened Below is a summary of what happened. Miss C received £300 into her Revolut account through a bank transfer in Decem... (3 pages)View decision -
Decision Reference DRN-6136982
12 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6136982 The complaint Mr S complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) rejected his claim under section 75 Consumer Credit Act 1974 (s.75) in respect of faulty furniture. What happened In August 2023 Mr S ordered two sofas which were deliv... (3 pages)View decision