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-6111766
29 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6111766 The complaint Mr S’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 ... (4 pages)View decision -
Decision Reference DRN-5849454
29 Jan 2026 MBNA Limited Not upheldBanking and PaymentsDRN-5849454 The complaint Mr S complains about a balance transferred on a promotion rate to his credit card account with MBNA Limited. What happened On 30 December 2022, Mr S transferred a balance to his MBNA credit card account. The transfer was on a promotional rate of 0%, which Mr S... (3 pages)View decision -
Decision Reference DRN-6011456
29 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6011456 The complaint Mr and Mrs K’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-5823898
29 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5823898 The complaint Mr and Mrs G’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-5957233
29 Jan 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-5957233 The complaint Mrs W’s complaint is, in essence, that Tandem Bank Limited 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) deciding against paying a... (13 pages)View decision -
Decision Reference DRN-5856574
29 Jan 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-5856574 The complaint Mr C has complained that Zopa Bank Limited were irresponsible when providing him with a loan. What happened Zopa provided Mr C with a loan for £12,000 in June 2023, requiring monthly payments of around £400 per month for four years. Mr C says this was irrespons... (3 pages)View decision -
Decision Reference DRN-6092371
29 Jan 2026 Arc Legal Assistance Limited UpheldInsuranceDRN-6092371 The complaint Mr and Mrs S are unhappy with the way Arc Legal Assistance Limited handled a claim under their landlord insurance policy. What happened On 24 June 2025 Mr and Mrs S made a claim to Arc as there was a leak from the bath in their tenanted property. Arc sent an e... (2 pages)View decision -
Decision Reference DRN-5946315
29 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5946315 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)... (13 pages)View decision -
Decision Reference DRN-6031090
29 Jan 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-6031090 The complaint A is a company which has been represented in bringing this complaint by its director, whom I’ll refer to as Mr M. A’s complaint is that Metro Bank PLC unfairly restricted and then closed its account. What happened On 15 April 2024 Mr M received a payment of £30... (2 pages)View decision -
Decision Reference DRN-6056237
29 Jan 2026 Tymit Ltd Not upheldBanking and PaymentsDRN-6056237 The complaint Mr D complains that Tymit Ltd (Tymit) acted irresponsibly in granting him a credit card account, and in increasing its limit, as he says it was unaffordable for him. Mr D also complains that Tymit failed to recognise that he was a vulnerable consumer as he was ... (4 pages)View decision