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
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Decision Reference DRN-5880552
17 Feb 2026 Nationwide Building Society Not upheldMortgagesDRN-5880552 The complaint Mr C and Miss R’s complaint relates to their mortgage with Nationwide Building Society. They are unhappy that they were not able to attach a new interest rate product to their mortgage to start when the old one ended and had to pay interest at standard variable... (2 pages)View decision -
Decision Reference DRN-6080400
17 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6080400 The complaint Mr D complains about the interest rate on three credit card accounts he has with NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”). What happened Mr D took out three separate credit cards with NatWest – all of which had promotional offers for balanc... (3 pages)View decision -
Decision Reference DRN-6143157
17 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6143157 The complaint Mr 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 him under Section 140A of the Consumer Credit Act 1974... (12 pages)View decision -
Decision Reference DRN-5840215
17 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5840215 The complaint X, a limited company represented by its director Mrs C, complains that Revolut Ltd (Revolut) won’t refund money that it said it lost to a purchase scam. What happened X was looking for shipping containers, which it planned to purchase and then rent out to anot... (4 pages)View decision -
Decision Reference DRN-5954561
17 Feb 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5954561 The complaint Mrs J complains that a car supplied to her under a hire purchase agreement with CA AUTO FINANCE UK LTD (CAF) was of unsatisfactory quality. Mrs J has been represented during her complaint. For ease, I’ll refer to any information supplied by Mrs J’s representati... (4 pages)View decision -
Decision Reference DRN-5757921
17 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5757921 The complaint Mr B 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 (... (17 pages)View decision -
Decision Reference DRN-6087316
17 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6087316 The complaint Mr L complains Oakbrook Finance Limited trading as Finio Loans defaulted his loan account. What happened Mr L held a loan account with Finio. In March 2025, Mr L told Finio he was experiencing financial difficulties. Finio agreed payment plans in March 2025 and... (3 pages)View decision -
Decision Reference DRN-6159833
17 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6159833 The complaint Mr and Mrs E complain that Shawbrook Bank Limited acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and failing to disclose a payment of commission. Background to the co... (4 pages)View decision -
Decision Reference DRN-6146640
17 Feb 2026 RCI Financial Services Limited UpheldConsumer CreditDRN-6146640 The complaint Mr B complains about the quality of a car he has been financing through an agreement with RCI Financial Services Limited trading as Dacia Finance (who I’ll call RCI). What happened I issued a provisional decision on this complaint earlier this month. An extrac... (7 pages)View decision -
Decision Reference DRN-6151005
17 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6151005 The complaint Mr B complains that Lloyds Bank PLC won’t refund the full amount of money he says he 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. But in summary and based on the submissions o... (3 pages)View decision