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-6005755
11 Dec 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6005755 The complaint Mrs S complains that Clydesdale Bank Plc trading as Virgin Money lent to her irresponsibly. What happened Mrs S applied for and received, the following credit card2 from Virgin Money. Date Event Credit limit September 2013 Account opening £5,000November 2014 L... (3 pages)View decision -
Decision Reference DRN-6012293
11 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6012293 The complaint X’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna (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 ‘... (13 pages)View decision -
Decision Reference DRN-5940420
11 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5940420 The complaint X complains that HSBC UK Bank Plc unfairly closed his accounts. What happened X complained to HSBC following the closure of his accounts in September 2024. He’s unhappy this was carried out without an explanation. X also complains about some service issues he e... (2 pages)View decision -
Decision Reference DRN-6014235
11 Dec 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-6014235 The complaint Mrs S complains about a car supplied under a hire purchase agreement, provided by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘VWFS’). Mrs S has been represented on this complaint. But to keep things simple I will only refer t... (7 pages)View decision -
Decision Reference DRN-6014008
11 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6014008 The complaint Mrs R’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 her under Section 140A of the Consumer Credit Act 1974... (8 pages)View decision -
Decision Reference DRN-5906836
11 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5906836 The complaint Ms M complains Barclays Bank UK PLC unfairly closed her account and withheld funds. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Ms M held a Barcl... (4 pages)View decision -
Decision Reference DRN-5972467
11 Dec 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5972467 The complaint Ms D complains that Revolut Ltd delayed processing a six-figure payment she’d transferred to her account. What happened On 14 July 2025, Ms D transferred over £180,000 from an account she held with another bank to Revolut. But it was not credited to her account... (2 pages)View decision -
Decision Reference DRN-6014082
11 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6014082 The complaint Mr and Mrs C’s complaint is, in essence, that First Holiday Finance 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’) ... (9 pages)View decision -
Decision Reference DRN-5682079
11 Dec 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5682079 The complaint Miss D complains that Lloyds Bank Plc irresponsibly lent to her. What happened The facts of this case are familiar to both sides. With that being the case, I won’t provide a detailed background here. Instead, I’ll provide a brief summary. Lloyds provided Miss... (5 pages)View decision -
Decision Reference DRN-5889635
11 Dec 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5889635 The complaint Mr W complains that Nationwide Building Society lent to him irresponsibly when they provided him with a personal loan. What happened In December 2023, Mr W was provided with a personal loan by Nationwide. The loan was for £15,000 and was repayable over 72 mont... (3 pages)View decision