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-4560549
13 Feb 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-4560549 The complaint Mr and Mrs 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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (19 pages)View decision -
Decision Reference DRN-5875923
13 Feb 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5875923 The complaint Miss P complains Lloyds Bank Plc acted unfairly by not refunding a payment she made using her debit card. What happened In September 2022, Miss P purchased an item from a company I’ll refer to as A. She paid £1,209 using her Lloyds debit card. Miss P says the ... (4 pages)View decision -
Decision Reference DRN-6106445
13 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6106445 The complaint Mr L has complained that Santander UK Plc won’t refund him the money he lost when he fell victim to a scam. What happened Mr L was looking for a property to rent when he sadly fell victim to a cruel scam involving a fictitious property rental arrangement. Mr L ... (2 pages)View decision -
Decision Reference DRN-5981598
13 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5981598 The complaint Mr F’s complaint is, in essence, that Mitsubishi HC Capital 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 (as... (12 pages)View decision -
Decision Reference DRN-6150193
13 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6150193 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... (3 pages)View decision -
Decision Reference DRN-6054979
13 Feb 2026 Aviva Protection UK Limited Not upheldInsuranceDRN-6054979 The complaint Mr K’s complained that Aviva Protection UK Limited have unfairly declined the claim he made on his life insurance policy following his diagnosis with a terminal condition. What happened In summer 2018, Mr K applied for an instant life insurance policy from an i... (4 pages)View decision -
Decision Reference DRN-6146239
13 Feb 2026 Inclusive Finance Limited UpheldConsumer CreditDRN-6146239 The complaint Ms M complains that Inclusive Finance Limited trading as Creditspring was irresponsible in its lending to her. She wants all fees paid refunded and any adverse information recorded on her credit file removed. Ms M also wants compensation for the distress and in... (6 pages)View decision -
Decision Reference DRN-6039564
13 Feb 2026 Ulster Bank Ltd Not upheldBanking and PaymentsDRN-6039564 The complaint Mr B is unhappy with the customer service he received during several telephone calls with Ulster Bank. What happened Mr B contacted Ulster Bank several times on 8 and 9 September 2025 in order to discuss his account. Specifically, Mr B wanted to request an over... (3 pages)View decision -
Decision Reference DRN-4643125
13 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4643125 The complaint Mrs D and Mr D complain Shawbrook Bank Limited (“Shawbrook”) provided finance for timeshares that were mis-sold to them, and has refused to take responsibility for this mis- selling. Mrs D and Mr D are represented in their complaint by a professional representa... (7 pages)View decision -
Decision Reference DRN-5851993
13 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5851993 The complaint Mr C complains Santander UK Plc didn’t clearly explain a payment arrangement would impact his credit file. What happened Mr C holds a credit card account with Santander. In December 2024, Mr C contacted Santander for support in reducing his outstanding balance... (2 pages)View decision