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 392389 results
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Decision Reference DRN-6109307
10 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6109307 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited 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 again... (12 pages)View decision -
Decision Reference DRN-6140581
10 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6140581 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited 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 again... (13 pages)View decision -
Decision Reference DRN-6139562
10 Feb 2026 Capital One (Europe) plc UpheldBanking and PaymentsDRN-6139562 The complaint Mr B complains that Capital One (Europe) Plc (‘Capital One’) told him he could access his credit card account using the mobile app when his account access was restricted. He’s unhappy with Capital One’s service and his options to manage his account. To resolve... (4 pages)View decision -
Decision Reference DRN-6103542
10 Feb 2026 Topaz Finance Limited Not upheldMortgagesDRN-6103542 The complaint Miss W and Mr D complain that Topaz Finance Limited trading as Rosinca Mortgages unfairly reported arrears on their buy to let mortgage account to the credit reference agencies. Miss W has dealt with the complaint. She asks that the arrears marker is removed. W... (3 pages)View decision -
Decision Reference DRN-6142425
10 Feb 2026 Topaz Finance Limited Not upheldMortgagesDRN-6142425 The complaint Mr and Mrs H’s complaint is about their buy-to-let (BTL) mortgage accounts held with Topaz Finance Limited trading as Siberite Mortgages, referred to here as Siberite. Following a decision dated 3 February 2026, I have decided that the issues I will be conside... (3 pages)View decision -
Decision Reference DRN-6049344
10 Feb 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6049344 The complaint Mr G is unhappy with the lack of support offered to him by TSB Bank plc after he told them about significant adverse changes to his financial position which affected his ability to make payments to his credit card account and his overdrawn current account. What... (3 pages)View decision -
Decision Reference DRN-6132675
10 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6132675 The complaint Mr A complains about the handling of a fixed sum loan agreement he has with Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance. What happened In April 2019, Mr A took out a fixed sum loan agreement with Novuna to buy a used car from a dealer, with ... (4 pages)View decision -
Decision Reference DRN-6131412
10 Feb 2026 Blemain Finance Limited Not upheldMortgagesDRN-6131412 The complaint Mr C complains that Blemain Finance Limited trading as Together, the lender of his second charge mortgage (secured loan), wouldn’t deal with the attorney he appointed to act on his behalf. This complaint is also brought by the attorney, who I’ll call Mr B. What... (3 pages)View decision -
Decision Reference DRN-6142338
10 Feb 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6142338 The complaint Mr B and Mrs B complaint is, in essence, that First Holiday Finance Ltd (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 ... (10 pages)View decision -
Decision Reference DRN-5784226
10 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5784226 The complaint Mrs T complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (Amex), reduced her credit limit on her credit card and would not reinstate it for her. When I refer to what Mrs T and/or Amex said or did, it should also be taken to include things said or done on ... (3 pages)View decision