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-5983417
2 Feb 2026 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5983417 Complaint Mr H has complained about a credit card Zempler Bank Limited (“Zempler”) provided to him. He says that his credit card was approved without a thorough assessment of affordability and therefore it was irresponsibly provided. Background In October 2021, Zempler prov... (2 pages)View decision -
Decision Reference DRN-6120839
2 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6120839 The complaint Mrs A’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... (12 pages)View decision -
Decision Reference DRN-6019902
2 Feb 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-6019902 Complaint Miss W has complained about a credit card Zopa Bank Limited (“Zopa”) provided to her. She says the credit card was irresponsibly provided as it was unaffordable for her bearing in mind her existing indebtedness. Background Zopa provided Miss W with a credit card w... (3 pages)View decision -
Decision Reference DRN-6050880
2 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6050880 The complaint Mr I complains Monzo Bank Ltd (“Monzo”) hasn’t refunded funds he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key details here. Mr I made several payments towards wha... (3 pages)View decision -
Decision Reference DRN-6115828
2 Feb 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6115828 The complaint Miss C complains PayPal UK Ltd blocked her account. What happened Miss C wanted to sell a ticket on a reselling site and opened a PayPal account to receive the payment. The payment was a little over £80, and since it was a commercial payment, for goods or ser... (2 pages)View decision -
Decision Reference DRN-5895568
2 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5895568 The complaint Mr P is complaining that Santander UK Plc hasn’t refunded payments that were made from his account when he fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint, so I won’t set them out in detail here. Mr P fell ... (3 pages)View decision -
Decision Reference DRN-5757689
2 Feb 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5757689 The complaint Mr W complains that the car he acquired financed through a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”) wasn’t of satisfactory quality. What happened In July 2023 Mr W acquired a car financed through a hire purchase agreement with ... (3 pages)View decision -
Decision Reference DRN-5804308
2 Feb 2026 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5804308 The complaint Mrs D complains that the vehicle she acquired financed through a conditional sale agreement with Santander Consumer (UK) Plc wasn’t of satisfactory quality. What happened The detailed background to this complaint is well known to both parties. So, I’ll only pro... (3 pages)View decision -
Decision Reference DRN-5945069
2 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5945069 The complaint Mr J complains about a warning letter issued to him by Nationwide Building Society (NBS) after he visited a branch. What happened Mr J in February 2025 visited a branch of NBS to make an enquiry about his credit card and said the staff members with whom he spo... (3 pages)View decision -
Decision Reference DRN-6075471
2 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6075471 The complaint Ms F complains about the way Barclays Bank UK PLC trading as Tesco Bank (‘Tesco’) handled her claim for a refund. What happened In 2008, Ms F engaged the services of a merchant I’ll refer to as ‘T’ to carry out building works at her home. A dispute arose betwee... (3 pages)View decision