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-6001795
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6001795 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)... (16 pages)View decision -
Decision Reference DRN-6031648
14 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6031648 The complaint Miss S’s complaint is, in essence, that Mitsubishi HC Capital PLC trading as Novuna (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 (as amended) (the ... (14 pages)View decision -
Decision Reference DRN-6077665
14 Jan 2026 Close Brothers Limited UpheldBanking and PaymentsDRN-6077665 The complaint Mr W complains about Close Brothers Limited trading as Close Savings. Mr W is unhappy with Close Brothers’ handling of his request to close his ISA account within the 14-day cooling off period. What happened Mr W opened a five-year ISA with Close Brothers. The ... (8 pages)View decision -
Decision Reference DRN-6020083
14 Jan 2026 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-6020083 The complaint Mr H complains about how PayPal (Europe) S.a r.l et Cie, S.C.A. (‘PayPal’) has treated him. He complains that Paypal should have assessed his financial position when he missed payments to the credit account, and it did not support him when he informed it about ... (3 pages)View decision -
Decision Reference DRN-5924609
14 Jan 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-5924609 The complaint Mrs M complains Tandem Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with her under Section 140A of the CCA. Mrs M is represented in h... (12 pages)View decision -
Decision Reference DRN-5974106
14 Jan 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5974106 The complaint Miss B complains about the quality of a car she acquired under a hire purchase agreement with BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (Alphera). When I refer to what Miss B and Alphera said or did, it should also be taken to i... (5 pages)View decision -
Decision Reference DRN-6041983
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6041983 The complaint Mr and Mrs M’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-5993293
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5993293 The complaint Mr S’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (10 pages)View decision -
Decision Reference DRN-6018232
14 Jan 2026 U K Insurance Limited UpheldInsuranceDRN-6018232 The complaint Mr J and Mrs J complain that UK Insurance Limited have delayed in starting the repair work on their home following a fire. What happened Mr J and Mrs J made a claim on their buildings insurance in March 2024 following a fire. They were placed in alternative ac... (2 pages)View decision -
Decision Reference DRN-6077449
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6077449 The complaint Mrs and Mr 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)... (9 pages)View decision