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-5895001
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5895001 The complaint Ms A complains that Monzo Ltd (‘Monzo’) closed her account without notice or explanation. What happened Ms A had a current account with Monzo. I’m aware Ms A had another account with Monzo, but this decision solely focuses on the closure of her current account... (2 pages)View decision -
Decision Reference DRN-5735330
4 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5735330 The complaint Mr V holds/held an account with HSBC UK Bank Plc Mr V’s complaint is about HSBC’s refusal to reimburse him money he says he lost due to a scam. Mr V is represented by CEL in this matter. However, where appropriate, I will refer to Mr V solely in this decision... (5 pages)View decision -
Decision Reference DRN-5869036
4 Dec 2025 Black Horse Limited Not upheldConsumer CreditDRN-5869036 The complaint Mr C complains that a car supplied to him under a hire purchase agreement with Black Horse Limited is of unsatisfactory quality. What happened In February 2025 Mr C entered into a hire purchase agreement with Black Horse Limited (BHL) to acquire a used car. Th... (4 pages)View decision -
Decision Reference DRN-5997218
4 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5997218 The complaint Ms J complains about NATIONAL WESTMINSTER BANK PUBLIC LIMTED COMPANY’s actions in respect of a business loan. In particular, she complains: • NatWest failed to correctly calculate her repayments following the base rate reductions in August 2024 and November 20... (7 pages)View decision -
Decision Reference DRN-5907193
4 Dec 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5907193 The complaint Mr P has complained MBNA Limited acted unfairly when declining his claim for money back. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them here. It reflects my role of resolving disputes ... (4 pages)View decision -
Decision Reference DRN-5821406
4 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5821406 The complaint Mr and Mrs 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-5889368
4 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5889368 The complaint A company, which I’ll refer to as N, complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t reimburse the funds it lost when it says it fell victim to a scam. Mr C, who is a director of N, brings the complaint on N’s behalf. What happ... (4 pages)View decision -
Decision Reference DRN-5705473
4 Dec 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5705473 The complaint Plata Finance Limited provided Mr B with a £2,000 loan in December 2024. Mr B says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute... (2 pages)View decision -
Decision Reference DRN-5866157
4 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5866157 The complaint Mrs N’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... (11 pages)View decision -
Decision Reference DRN-5483050
4 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5483050 The complaint Mr B complains that Barclays Bank UK PLC won’t refund the money he lost when he was the victim of a scam. Mr B is represented by a third-party firm, but for ease of reference I will refer to Mr B throughout the decision. What happened The background to this c... (4 pages)View decision