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-5906925
28 Jan 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5906925 The complaint Mrs C complains CA AUTO FINANCE UK LTD (CA Auto) irresponsibly lent because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable and sustainable for her. What happened Mrs C entered into a hire purchase agreement with CA... (4 pages)View decision -
Decision Reference DRN-5854853
28 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5854853 The complaint Mr and Mrs T’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding again... (12 pages)View decision -
Decision Reference DRN-6103906
28 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6103906 The complaint Mrs W’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 Credi... (11 pages)View decision -
Decision Reference DRN-6040316
28 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6040316 The complaint Miss S is complaining that AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express hasn’t refunded payments she made as part of a scam. What happened The circumstances of the scam are known to both parties, so I won’t set them out in detail here. I... (2 pages)View decision -
Decision Reference DRN-5973305
28 Jan 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5973305 The complaint Miss S complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided her with a loan without carrying sufficient affordability checks. Had better checks been made it would’ve seen she was already in financial difficulties. W... (3 pages)View decision -
Decision Reference DRN-5771456
28 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5771456 The complaint Mr Q complains that Monzo Bank Ltd won’t refund money he lost when he was the victim of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr Q fell victim to a task-based job sc... (4 pages)View decision -
Decision Reference DRN-5987258
28 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5987258 The complaint Mr W doesn’t feel MONEYBARN NO.1 LIMITED trading as Moneybarn, have adequately compensated him for the distress and inconvenience he’s been caused. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a br... (2 pages)View decision -
Decision Reference DRN-6040324
28 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6040324 The complaint Miss S is complaining that HSBC UK Bank Plc hasn’t refunded payments she made when she fell victim to a scam. What happened The circumstances of the scam are known to both parties, so I won’t set them out in detail here. In short, Miss S was the victim of an im... (2 pages)View decision -
Decision Reference DRN-5977488
28 Jan 2026 MBNA Limited Not upheldBanking and PaymentsDRN-5977488 The complaint Mr S has complained that MBNA Limited “MBNA” declined his claim for money back in relation to a solar panel system he purchased. What happened In 2023, Mr S bought a solar panel system and a battery (the system) for his home. The cash price of the system was £... (4 pages)View decision -
Decision Reference DRN-6027736
28 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6027736 The Complaint Ms 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 unfair credit relationships with her under Section 140A of the Consumer Credit Act 1974 (a... (15 pages)View decision