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-6002305
6 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6002305 The complaint Mr and Mrs G’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)... (10 pages)View decision -
Decision Reference DRN-5945918
6 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5945918 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (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) ... (12 pages)View decision -
Decision Reference DRN-6121154
6 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6121154 The complaint Mr and Mrs C’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)... (10 pages)View decision -
Decision Reference DRN-5852157
6 Feb 2026 Domestic & General Insurance Plc UpheldInsuranceDRN-5852157 The complaint Mr O is unhappy with the way Domestic & General Insurance Plc (D&G) handled his claim under his appliance breakdown cover. What happened Mr O made a claim for a damaged air fryer in October 2024. On 21 October 2024 D&G emailed Mr O to let him know ... (4 pages)View decision -
Decision Reference DRN-6047362
6 Feb 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6047362 The complaint Mr B complains about the end of contract charges in relation to a vehicle that was supplied through a motor finance agreement with BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (Alphera). What happened In September 2021, Mr B acquire... (4 pages)View decision -
Decision Reference DRN-6104742
6 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6104742 The complaint M, a limited company, complains Santander UK Plc gave notice in July 2025 that it planned to migrate M’s account, which was free from fees to an account which incurs a monthly fee in October 2025. M says this is unfair as, when it opened the account, it was pro... (4 pages)View decision -
Decision Reference DRN-5825290
6 Feb 2026 Everyday Lending Limited UpheldConsumer CreditDRN-5825290 The complaint Mr P complains that Everyday Lending Limited trading as Evlo (“Evlo”) contacted him by phone at his workplace to chase up a failed direct debit. What happened Mr P took out a loan with Evlo in 2023, with the first payment falling on 30 September 2023. In May 20... (3 pages)View decision -
Decision Reference DRN-6013892
6 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6013892 The complaint Miss V complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she fell victim to an impersonation scam and would like it to refund her the money she has lost. What happened In September 2023, Miss v received a phone call suppo... (3 pages)View decision -
Decision Reference DRN-5997614
6 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5997614 The complaint Mrs T’s complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under section 140A of the Consumer Cr... (13 pages)View decision -
Decision Reference DRN-5888411
6 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5888411 The complaint Mr U complains that HSBC UK Bank plc (HSBC) is refusing to refund him the amount he lost as the result of a scam. Mr U is being represented by a third party. To keep things simple, I will refer to Mr U throughout my decision. What happened The background of thi... (3 pages)View decision