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 185209 results
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Decision Reference DRN-6283821
10 Apr 2026 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-6283821 The complaint Mrs B’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... (6 pages)View decision -
Decision Reference DRN-6016753
10 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6016753 The complaint Mr C is unhappy that Barclays Bank UK PLC, trading as Barclaycard, recorded a late payment marker on his credit file. What happened Mr C holds a credit card with Barclaycard. In 2024, and again in 2025, he made late payments; consequently, Barclaycard notified... (2 pages)View decision -
Decision Reference DRN-6235028
10 Apr 2026 Hastings Financial Services Limited Not upheldConsumer CreditDRN-6235028 The complaint Mrs M complains that Hastings Financial Services Limited irresponsibly provided her with a loan. What happened Mrs M applied to Hastings for a loan in August 2025; the capital amount was £10,000 – repayable over a term of 48 months – with monthly repayments of... (3 pages)View decision -
Decision Reference DRN-6005931
10 Apr 2026 ICICI Bank UK Plc UpheldBanking and PaymentsDRN-6005931 The complaint Miss B complained that ICICI Bank UK Plc did not reply to her emails after telling her it would close her account if she did not reactivate it. What happened Miss B received an email from ICICI on 18 June to say if she didn’t take action on her account, it woul... (3 pages)View decision -
Decision Reference DRN-6283760
10 Apr 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6283760 The complaint Miss S complains about the quality of a car supplied by CA AUTO FINANCE UK LTD (‘CA’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with mini... (5 pages)View decision -
Decision Reference DRN-6282992
10 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6282992 The Complaint Mr and Mrs C’s complaint is, in essence, that Shawbrook Bank Limited 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’). Background to the Compla... (3 pages)View decision -
Decision Reference DRN-6040123
10 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6040123 The complaint Miss B complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund her money, which she believes she has lost to a scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it in detail here. But i... (4 pages)View decision -
Decision Reference DRN-6266219
10 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6266219 The complaint Mrs C has complained that Barclays Bank UK PLC trading as Barclaycard forced her to go onto a payment plan she didn’t want to enter. Mrs C is being represented by her husband, for the sake of clarity when I refer to Mrs C I mean both her and her representative.... (4 pages)View decision -
Decision Reference DRN-6149371
10 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6149371 The complaint Mr R has complained about Santander UK Plc not refunding a payment he says he made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mr R fell victim to a purchas... (3 pages)View decision -
Decision Reference DRN-6283666
10 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6283666 The complaint Mr L complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Hitachi Capital Consumer 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 Ac... (15 pages)View decision