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-5886331
12 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5886331 The complaint Mrs M’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... (12 pages)View decision -
Decision Reference DRN-5769374
12 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5769374 The complaint Mr and Mrs L’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 -
Decision Reference DRN-5597667
12 Jan 2026 Gain Credit LLC Not upheldConsumer CreditDRN-5597667 The complaint Mr H complains that Gain Credit LLC, trading as Lending Stream, irresponsibly provided him with a number of loans. What happened Lending Stream provided Mr H with the following loans: • Loan 1 for £80 provided in June 2017, with a total amount repayable of £1... (4 pages)View decision -
Decision Reference DRN-5931032
12 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5931032 The complaint Mr H has complained that HSBC UK Bank Plc are responsible for his money back claim being unsuccessful due to them failing to provide him with appropriate advice and guidance about the chargeback process. What happened The parties are familiar with the backgroun... (4 pages)View decision -
Decision Reference DRN-5971770
12 Jan 2026 Interactive Brokers (U.K.) Limited Not upheldInvestmentsDRN-5971770 The complaint Mr G complains that Interactive Brokers (U.K.) Limited (IBL) allowed him to purchase a non- qualifying investment in his Individual Savings Account (ISA) which caused him a financial loss. What happened In April 2025 IBL contacted Mr G to say that a position in... (2 pages)View decision -
Decision Reference DRN-5995869
12 Jan 2026 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-5995869 The complaint Ms K complains about the quality of a car she was financing through an agreement with MONEYBARN NO.1 LIMITED trading as Moneybarn. What happened I issued my provisional decision on this complaint in November 2025, and I amended the redress I was expecting to or... (5 pages)View decision -
Decision Reference DRN-6003447
12 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6003447 The complaint Mr F, a sole trader, complains that Santander UK Plc have decided to introduce charges on his business account, despite it being sold as fee free forever. What happened In 2006 Mr F opened his business account with Abbey National (now Santander) – with the pro... (3 pages)View decision -
Decision Reference DRN-5947537
12 Jan 2026 Tesco Mobile Limited Not upheldConsumer CreditDRN-5947537 The complaint Miss L believes Tesco Mobile Limited acted irresponsibly by agreeing a fixed sum loan agreement she’d applied for. What happened On 1 July 2020, Miss L purchased a mobile phone through a fixed sum loan agreement with Tesco. The agreement was for 36 months with... (3 pages)View decision -
Decision Reference DRN-5940851
12 Jan 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5940851 The complaint Mr K complains about American Express Services Europe Limited’s handling of a request to have continuous payment authority (CPA) instructions cancelled. What happened Mr K held a credit account with American Express. In November 2024 Mr K contacted American Exp... (3 pages)View decision -
Decision Reference DRN-5886166
12 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5886166 The complaint Mrs N’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... (7 pages)View decision