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-6081019
15 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6081019 The complaint Mr and Mrs C’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)... (11 pages)View decision -
Decision Reference DRN-5893628
15 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5893628 The complaint Mrs A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t reimburse the funds she lost when she says she fell victim to a scam. What happened Mrs A says that she found out about an investment with a company I’ll refer to as B on s... (4 pages)View decision -
Decision Reference DRN-5140949
15 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5140949 The complaint Mr W complains that HSBC UK Bank Plc won’t refund the full amount of money he lost to a scam. What happened Mr W says that he sent £8,750 as part of a recovery scam - after previously falling victim to an investment scam. When Mr W discovered he had lost his mo... (2 pages)View decision -
Decision Reference DRN-5706687
15 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5706687 The complaint Ms A complains that Revolut Ltd (Revolut, hereinafter) hasn’t refunded the losses she’s incurred when falling victim to an investment scam. What happened Ms A said she had invested on an investment platform I’ll refer to as F. In April 2025 she was contacted ... (7 pages)View decision -
Decision Reference DRN-5953530
15 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5953530 The complaint Mr S on behalf of O is unhappy he was charged fees after several international transfers made from O’s account with Revolut Ltd (“Revolut”) were returned. What happened Between January and May 2025 Mr S made several separate transfers from O’s Revolut Account t... (3 pages)View decision -
Decision Reference DRN-5921599
15 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5921599 The complaint Mr and 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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (11 pages)View decision -
Decision Reference DRN-5924851
15 Jan 2026 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5924851 The complaint Mrs E complains that the car she acquired through Stellantis Financial Services UK Limited wasn’t of satisfactory quality. She wants to cancel the finance agreement, return the car and have her payments refunded. Mrs E also wants an apology and some compensatio... (3 pages)View decision -
Decision Reference DRN-6061260
15 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6061260 The complaint Mr W complains that Revolut Ltd won’t refund the full amount of money he says he lost to scam. What happened Mr W says he sent several authorised and unauthorised payments to what he thought was a legitimate investment. He later sent more payments to a company ... (3 pages)View decision -
Decision Reference DRN-5836291
15 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5836291 The complaint Mrs K and Mr K’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 (... (12 pages)View decision -
Decision Reference DRN-5821990
15 Jan 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5821990 The complaint Miss C complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application. What happened Miss C applied for a Vanquis credit card in July 2024. In her application, Miss C said she had an annual income of £39,700 that Vanquis ca... (3 pages)View decision