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 388057 results
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Decision Reference DRN-5818956
12 Jan 2026 Vitality Health Limited Not upheldInsuranceDRN-5818956 The complaint Mr and Mrs R are unhappy with Vitality Health Limited’s decision to maintain its declinature of their claim. (As this complaint relates solely to Mr R, I’ll refer to all submissions as being made by him personally). What happened Mr R was diagnosed with type tw... (3 pages)View decision -
Decision Reference DRN-5975833
12 Jan 2026 USAY BUSINESS LTD UpheldInsuranceDRN-5975833 The complaint Mr C has complained that USAY BUSINESS LTD mis-sold him a private medical insurance policy. What happened Mr C’s existing policy was due for renewal at the end of August 2023. However, having been unhappy with the service he’d received from that insurer, he co... (3 pages)View decision -
Decision Reference DRN-5860471
12 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5860471 The complaint Mrs M’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... (13 pages)View decision -
Decision Reference DRN-5712836
12 Jan 2026 Gain Credit LLC Not upheldConsumer CreditDRN-5712836 The complaint Mr O complains Gain Credit LLC trading as Lending Stream lent to him multiple times when he could not afford to repay the loans. Mr O complains as well that after he’d submitted his complaint Lending Stream failed to assist – it did not suspend interest and ins... (3 pages)View decision -
Decision Reference DRN-5997622
12 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5997622 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’), (2) de... (12 pages)View decision -
Decision Reference DRN-5782502
12 Jan 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-5782502 The complaint Mrs M complains that Zopa Bank Limited was irresponsible in its lending to her. She wants all the interest and charges paid on her loan refunded and the balance written off. What happened Mrs M was provided with a loan for £14,600 by Zopa in October 2023. The l... (3 pages)View decision -
Decision Reference DRN-5725866
12 Jan 2026 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5725866 The complaint Mrs G 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 Mrs G under Section 140A of the Consumer Credit Act 1974... (9 pages)View decision -
Decision Reference DRN-5937923
12 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5937923 The complaint Mr 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 ... (10 pages)View decision -
Decision Reference DRN-6072328
12 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6072328 The complaint Mrs M’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 her under Section 140A of the Consumer Cre... (11 pages)View decision -
Decision Reference DRN-5946873
12 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5946873 The complaint Mr and Mrs B’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)... (12 pages)View decision