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-6096403
21 Jan 2026 FCE Bank Plc Not upheldConsumer CreditDRN-6096403 The complaint Mr P is unhappy with how FCE Bank Plc trading as Ford Credit (‘FCE’) handled things when a car supplied under a hire purchase agreement was delivered with cosmetic damage. What happened Around May 2025 Mr P entered into a hire purchase agreement with FCE to fu... (3 pages)View decision -
Decision Reference DRN-6083285
21 Jan 2026 Black Horse Limited UpheldConsumer CreditDRN-6083285 The complaint Mr M complains about a car supplied to him using a hire purchase agreement taken out with Black Horse Limited (“Black Horse”). What happened In June 2024, Mr M acquired a used car using a hire purchase agreement with Black Horse. The car was over five years ol... (6 pages)View decision -
Decision Reference DRN-6073638
21 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6073638 The complaint Mr C’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 ... (10 pages)View decision -
Decision Reference DRN-6068375
21 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6068375 The complaint Miss P complains that Barclays Bank UK PLC, is refusing to refund all the money she lost as the result of a scam. What happened The background of this complaint is well known to both parties, so I won’t repeat what happened in detail. In summary, Miss P says sh... (6 pages)View decision -
Decision Reference DRN-6009955
21 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-6009955 The complaint Mrs B has complained about the way U K Insurance Limited (UKI) dealt with a claim under her car insurance policy. What happened In November 2024 Mrs B was involved in a non-fault accident and reported a claim under her motor insurance policy with UKI. UKI decl... (3 pages)View decision -
Decision Reference DRN-6095632
21 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6095632 The Complaint Mr M 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 (... (10 pages)View decision -
Decision Reference DRN-5947799
21 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5947799 The complaint Mr and Mrs S complain that, in essence, 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) decid... (16 pages)View decision -
Decision Reference DRN-5841626
21 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5841626 The complaint Mr S has complained about how Revolut Ltd (Revolut) handled refund claims he made. What happened The details of this complaint have been set out previously and aren’t in dispute, so I won’t repeat them again here. Instead I’ll focus on giving the reasons for my... (3 pages)View decision -
Decision Reference DRN-5882066
21 Jan 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-5882066 The complaint Mr L complains that Advantage Insurance Company Limited declined his claim made on his motor insurance policy. He wants it to pay him the car’s pre-loss market value. What happened Mr L’s car had a tyre blowout, and his car was damaged. Mr L made a claim on hi... (2 pages)View decision -
Decision Reference DRN-5910121
21 Jan 2026 Evolution Insurance Company Limited UpheldInsuranceDRN-5910121 The complaint Miss M complains about the decline of her home emergency insurance claim by Evolution Insurance Company Limited (‘Evolution’) and the service provided whilst responding to that claim. Any reference to Evolution as the underwriters (insurers) of this policy incl... (4 pages)View decision