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 401363 results
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Decision Reference DRN-5978644
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5978644 The complaint Mr S’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (11 pages)View decision -
Decision Reference DRN-5913891
11 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5913891 The complaint Mr L complains that Nationwide Building Society provided poor customer service and unfairly added a behavioural marker to his customer profile. What happened Mr L banked with Nationwide. He was unhappy with the wider service he’d been receiving and had referre... (2 pages)View decision -
Decision Reference DRN-5887611
11 Dec 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5887611 The complaint Mr H complains that a car supplied to him on finance with MotoNovo Finance Limited (‘MFL’) was of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects m... (4 pages)View decision -
Decision Reference DRN-6001090
11 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6001090 The complaint Mr J’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 ... (13 pages)View decision -
Decision Reference DRN-5980363
11 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5980363 The complaint Mr P complains that NewDay Ltd irresponsibly lent to him. Mr P is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr P himself. What happened Mr P w... (5 pages)View decision -
Decision Reference DRN-5711985
11 Dec 2025 Quidie Limited Not upheldConsumer CreditDRN-5711985 The complaint Mr R complains that repay. What happened In March 2025 Mr R took out a loan of £300 which was to be paid in four monthly payments of around £114 per month. He declared the purpose of the loan was for car repairs. Mr R argues that Fernovo shouldn’t have agreed... (3 pages)View decision -
Decision Reference DRN-6000343
11 Dec 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-6000343 The complaint Miss H complains about the quality of a car supplied to her by Specialist Motor Finance Limited (“SMF”). What happened This case has been ongoing for a long time now, so I will summarise the key issues below to explain how we have reached the point we are at no... (10 pages)View decision -
Decision Reference DRN-5930746
11 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5930746 The complaint Mr G has complained about the way NewDay Ltd trading as John Lewis Partnership Card (“NewDay”) dealt with a claim for money back in relation to a package holiday he paid for with credit it provided. What happened In June 2024, Mr G used his NewDay credit card ... (4 pages)View decision -
Decision Reference DRN-5751039
11 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5751039 The complaint Mrs O’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer 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 1974... (9 pages)View decision -
Decision Reference DRN-5910412
11 Dec 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5910412 The complaint Mr M complains about the quality of the reinstatement works arranged by Tesco Underwriting Limited in relation to his home insurance claim. He’s also raised some concerns about the customer service he’s received. Tesco is the underwriter of this policy i.e. the... (5 pages)View decision