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-5756995
6 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5756995 The complaint Mr M complains Monzo Bank Ltd has unfairly defaulted him. What happened Mr M had two accounts with Monzo – a current account with an overdraft and an account with a credit limit. He has accounts elsewhere too. In September 2022 Mr M entered into a debt manageme... (2 pages)View decision -
Decision Reference DRN-5990656
6 Feb 2026 Vodafone Limited UpheldConsumer CreditDRN-5990656 The complaint Mr P says Vodafone Limited (‘Vodafone’) irresponsibly lent to him. He says that Vodafone wasn’t diligent when it conducted its affordability assessments. As he didn’t have the right to work in the UK, he shouldn’t have been given credit. He also thinks that Vo... (4 pages)View decision -
Decision Reference DRN-6135875
6 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6135875 The complaint Mr J’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’) (2) deciding ag... (5 pages)View decision -
Decision Reference DRN-6134387
6 Feb 2026 Barclays Bank UK PLC UpheldMortgagesDRN-6134387 The complaint Mr and Mrs W complain that Barclays Bank UK PLC incorrectly led them to believe they had arranged a fixed rate offset mortgage, when in fact, the mortgage did not have an offset facility. What happened Mr and Mrs W had an existing offset mortgage with Barclays.... (4 pages)View decision -
Decision Reference DRN-6135206
6 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6135206 The complaint Mr G’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... (15 pages)View decision -
Decision Reference DRN-5922119
6 Feb 2026 My Finance Club Limited Not upheldConsumer CreditDRN-5922119 The complaint Mr B complains that My Finance Club Limited trading as Myfinanceclub.com (“MFC”) lent to him irresponsibly eight times between 23 March 2022 and 13 May 2024. All the loans have been paid off. What happened The details of this complaint are well-known to both pa... (2 pages)View decision -
Decision Reference DRN-5997012
6 Feb 2026 EE Limited Not upheldConsumer CreditDRN-5997012 The complaint Mr S has complained EE Limited acted unfairly when declining to fix or replace a faulty phone he’d bought using a fixed sum loan agreement. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise th... (4 pages)View decision -
Decision Reference DRN-5946615
6 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5946615 The complaint Miss R’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Hitachi Capital (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... (13 pages)View decision -
Decision Reference DRN-5912946
6 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5912946 The complaint Miss R’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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidi... (9 pages)View decision -
Decision Reference DRN-6134962
6 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6134962 The complaint Mr and Mrs H’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)... (2 pages)View decision