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-6077373
14 Jan 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6077373 The complaint Mr K has complained about the quality of a car provided on finance by CA Auto Finance UK Ltd (“CAAF”). What happened The parties are familiar with the background of this complaint so I will only summarise what happened briefly here. CAAF supplied Mr K with a u... (9 pages)View decision -
Decision Reference DRN-5926035
14 Jan 2026 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5926035 The complaint Ms S complains that Tandem Motor Finance Limited didn’t accept her rejection of a car that was supplied to her under a hire purchase agreement. What happened A used car was supplied to Ms S under a hire purchase agreement with Tandem Motor Finance that she elec... (3 pages)View decision -
Decision Reference DRN-5910602
14 Jan 2026 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5910602 The complaint Miss H complains that a car that was supplied to her under a conditional sale agreement with Santander Consumer (UK) plc, trading as Santander Consumer Finance, wasn’t of satisfactory quality. What happened A used car was supplied to Miss H under a conditional ... (3 pages)View decision -
Decision Reference DRN-5973978
14 Jan 2026 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-5973978 The complaint Miss S complains about the quality of a car supplied to her by Moneybarn NO.1 Limited (“Moneybarn”). What happened Miss S entered into a conditional sale agreement with Moneybarn for the supply of a used car in June 2024. The car was around seven years old and ... (4 pages)View decision -
Decision Reference DRN-6073550
14 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6073550 The complaint Miss 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 197... (12 pages)View decision -
Decision Reference DRN-6054271
14 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6054271 The complaint Mr H has complained that Nationwide Building Society (“Nationwide”) said it would assist him in downgrading or closing his fee-paying Flex Plus account. Mr H says that despite this assurance, Nationwide didn’t downgrade or close his account. What happened Mr H ... (2 pages)View decision -
Decision Reference DRN-6075975
14 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6075975 The complaint and what happened Mr G complains Revolut won’t reimburse money he lost when he fell victim to an investment scam. The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap some of the key points, and foc... (4 pages)View decision -
Decision Reference DRN-5946742
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5946742 The complaint Mr and Mrs L’s complaint is 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) deciding aga... (12 pages)View decision -
Decision Reference DRN-6075698
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6075698 The complaint Ms P and Ms R’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... (10 pages)View decision -
Decision Reference DRN-4449210
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4449210 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)... (7 pages)View decision