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-5747741
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5747741 The complaint Miss A complains that Monzo bank Ltd (Monzo) unfairly loaded a marker about her at Cifas, the national fraud database. What happened Miss A had an account with Monzo, which she opened in October 2023. On 8 November 2024, just over £69,000 was paid into Miss A’... (5 pages)View decision -
Decision Reference DRN-5925299
4 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5925299 The complaint Mr C complains about the actions of NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) after he was the victim of a scam. What happened The background to this complaint is well known to the parties, so I’ll simply summarise it here. Briefly, Mr C says... (4 pages)View decision -
Decision Reference DRN-5926055
4 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5926055 The complaint Mr and Mrs P complain that HSBC UK Bank Plc (“HSBC”) hasn’t reimbursed them after they fell victim to an investment scam. What happened In January 2021, Mr and Mrs P invested £50,001 in a company I’ll call ‘B’ who said it had developed an algorithm to successf... (6 pages)View decision -
Decision Reference DRN-5925288
4 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5925288 The complaint Mr C complains about the actions of Bank of Scotland plc trading as Halifax after he fell victim to a scam. What happened The background to this complaint is well known to the parties, so I’ll simply summarise it here. Briefly, Mr C says he saw an advert on soc... (4 pages)View decision -
Decision Reference DRN-5997928
4 Dec 2025 THE CO-OPERATIVE BANK P.L.C. UpheldBanking and PaymentsDRN-5997928 The complaint Mr C complains about the actions of THE CO-OPERATIVE BANK P.L.C. (“Co-op”) after he fell victim to a scam. What happened The background to this complaint is well known to the parties, so I’ll simply summarise it here. Briefly, Mr C says he saw an advert on soci... (5 pages)View decision -
Decision Reference DRN-5998308
4 Dec 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5998308 The complaint Mr P complains that Creation Consumer Finance Ltd (“Creation”) has recorded adverse information, including hard searches, on his credit file in relation to applications for credit. What happened The background to this complaint is well-known to both parties, so... (4 pages)View decision -
Decision Reference DRN-5958808
4 Dec 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5958808 The complaint Miss B complains that Western Circle Ltd, trading as Cashfloat, lent to her irresponsibly when they provided her with two personal loans. What happened In 2025, Miss B took out two short-term personal loans with Cashfloat. The first was in March 2025, where sh... (3 pages)View decision -
Decision Reference DRN-5893987
4 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5893987 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’), (2) le... (6 pages)View decision -
Decision Reference DRN-5767750
4 Dec 2025 U K Insurance Limited Not upheldInsuranceDRN-5767750 The complaint Mr L complains U K Insurance Limited trading as Direct Line (UKI) didn’t provide a fair refund of policy premiums for his motor insurance policy after an open claim was closed as a non-fault claim. UKI are the underwriters of this policy i.e. the insurer. Part... (3 pages)View decision -
Decision Reference DRN-5727520
4 Dec 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5727520 The complaint Mr L complains that MotoNovo Finance Limited lent to him irresponsibly when they provided him with a hire purchase (HP) agreement to finance the purchase of a motorbike. What happened In 2022, Mr L was provided with a Hire Purchase agreement by MotoNovo. Mr L ... (3 pages)View decision