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 388057 results
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Decision Reference DRN-5996206
9 Dec 2025 Creation Consumer Finance Ltd Not upheldBanking and PaymentsDRN-5996206 The complaint Mr C complains that Creation Consumer Finance Ltd did not tell him he’d be charged a cash transaction fee (CTF) when he made a payment on his account with his credit card. What happened Mr C says he used Creation’s app which did not make it clear that a CTF wo... (2 pages)View decision -
Decision Reference DRN-6008242
9 Dec 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-6008242 The complaint Mrs B’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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (20 pages)View decision -
Decision Reference DRN-5933313
9 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5933313 The complaint Mrs M’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (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 ‘CCA’), and (2) ... (13 pages)View decision -
Decision Reference DRN-5806328
9 Dec 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5806328 The complaint Miss M complains Mercedes-Benz Financial Services UK Limited (MBFS) mis-sold a car she acquired through a finance agreement because it wasn’t made clear that a protective coating system was an optional extra. What happened Miss M entered into a hire purchase a... (3 pages)View decision -
Decision Reference DRN-5746115
9 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5746115 The complaint Mr C complains that Bank of Scotland plc trading as Halifax (Halifax) unfairly closed his accounts without providing a proper explanation. Mr C H says this caused him unnecessary stress and worry. What happened Mr C had an account with Halifax, which he opened... (3 pages)View decision -
Decision Reference DRN-5876834
9 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5876834 The complaint Mrs C complains that Revolut Ltd won’t refund money she lost when she fell victim to a job scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mrs C fell victim to a job scam in 2025... (3 pages)View decision -
Decision Reference DRN-5876836
9 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5876836 The complaint Mrs C complains that Santander UK Plc won’t refund money she lost when she fell victim to a job scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mrs C fell victim to a job scam in... (3 pages)View decision -
Decision Reference DRN-5952251
9 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5952251 The complaint Mr M complains J.P Morgan Europe Limited trading as Chase unfairly blocked his bank account, which caused him distress and inconvenience. Mr M has a representative on this complaint, but I will refer to Mr M directly in this decision. What happened Mr M held ... (3 pages)View decision -
Decision Reference DRN-5921590
9 Dec 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5921590 The complaint Zopa Bank Limited provided Mr T with a loan for £15,000 in 2021 and a loan for £20,000 in 2022. Mr T says the loans were provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The ... (2 pages)View decision -
Decision Reference DRN-6004252
9 Dec 2025 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-6004252 The complaint Miss M complains Lantern Debt Recovery Services Limited have treated her unfairly when she’s contacted them regarding a debt. What happened As I understand it, Lantern bought two accounts in Miss M’s name – one for a company I’ll refer to as M, and another I’ll... (6 pages)View decision