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 391431 results
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Decision Reference DRN-5599116
27 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5599116 The complaint Mr S complains that NewDay Ltd irresponsibly provided him with credit. What happened My decision here focusses on only two of Mr S’ accounts (the “Marbles” and “John Lewis” brands); all remaining accounts are subject to another complaint – for which I’ll issue... (5 pages)View decision -
Decision Reference DRN-5911350
27 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5911350 The complaint Mrs W is unhappy with HSBC UK Bank Plc trading as First Direct. Mrs W opened a new account with First Direct to take advantage of its switch incentive of £175. She arranged to switch from her old account with bank “S.” Mrs W said she did everything correctly, ... (2 pages)View decision -
Decision Reference DRN-6109725
27 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6109725 The complaint Mr D and Mrs D 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-6109605
27 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6109605 The complaint Mr and Mrs P’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)... (13 pages)View decision -
Decision Reference DRN-6109549
27 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6109549 The complaint Mr S complains Mitsubishi HC Capital Finance Plc (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with him under Section 140A of the CCA. Mr S is repr... (13 pages)View decision -
Decision Reference DRN-6109633
27 Jan 2026 Bank of Ireland (UK) Plc UpheldConsumer CreditDRN-6109633 The complaint Mr D complains that Bank of Ireland (UK) Plc was irresponsible in its lending to him. What happened Mr D was provided with a loan by Bank of Ireland (UK) Plc (BOI) on 23 April 2019. The amount of credit was £20,000, repayable over 60 months at an interest rate ... (4 pages)View decision -
Decision Reference DRN-5839598
27 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5839598 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)... (9 pages)View decision -
Decision Reference DRN-6108031
27 Jan 2026 Yodelar Investments Limited UpheldInvestmentsDRN-6108031 The complaint Ms S complains about advice given by Yodelar Investments Limited to invest £300,000 in a portfolio, which she feels was unsuitable due to the level of risk involved. What happened In July 2021 Ms S was nearing retirement and planning on selling her business, so... (6 pages)View decision -
Decision Reference DRN-5909169
27 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5909169 The complaint Mr H is unhappy with how Nationwide Building Society (Nationwide) handled a refund claim he made. What happened The details of this complaint are well-known to both parties, so I won’t repeat them in full here. What I’ve decided – and why I’ve considered all th... (3 pages)View decision -
Decision Reference DRN-5963122
27 Jan 2026 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5963122 The complaint Mr K complains about the quality of a vehicle he acquired through a conditional sale agreement financed by Volvo Car Financial Services UK Limited (VCFS). What happened In April 2023 Mr K acquired a used car through a conditional sale agreement. The car was ar... (4 pages)View decision