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 391431 results
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Decision Reference DRN-6055880
6 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6055880 The complaint Miss M complains that Monzo Bank Ltd won’t refund her money she lost when she fell victim to an impersonation scam. Also, about the poor level of service she received when she contacted them about the scam. What happened The detailed background to this complai... (7 pages)View decision -
Decision Reference DRN-5966626
6 Jan 2026 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5966626 The complaint Mrs M complains The Royal Bank of Scotland plc (RBS) failed to carry out thorough enough affordability checks before it approved a loan for her. What happened Mrs M says RBS agreed a loan for £6,500 payable over five years in June 2021. Mrs M says RBS failed to... (3 pages)View decision -
Decision Reference DRN-5961513
6 Jan 2026 Arnold Clark Automobiles Limited Not upheldConsumer CreditDRN-5961513 The complaint Ms M complains about the level of service she received from Arnold Clark Automobiles Limited (“ACAL”) when she acquired a new car in 2024. She says she was pressured into signing the credit agreement. Ms M is represented in her complaint. For ease of reading, ... (3 pages)View decision -
Decision Reference DRN-5993267
5 Jan 2026 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5993267 The complaint Mr H complains that a car that was supplied to him under a hire purchase agreement with Volkswagen Financial Services (UK) Limited, trading as Porsche Financial Services, wasn’t of satisfactory quality. What happened A used car was supplied to Mr H under a hire... (3 pages)View decision -
Decision Reference DRN-6001892
5 Jan 2026 Motability Operations Limited UpheldConsumer CreditDRN-6001892 The complaint Miss H complains that a car that was supplied to her under a hire agreement with Motability Operations Limited wasn’t of satisfactory quality and about other issues arising from the car being destroyed by a fire. What happened A new car was supplied to Miss H u... (4 pages)View decision -
Decision Reference DRN-6055823
5 Jan 2026 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-6055823 The complaint Mr and Mrs V are unhappy with how Lloyds Bank General Insurance Limited trading as Halifax dealt with their home insurance claim after a house fire. The complaint involves the actions of agents acting on Lloyds’ behalf. Any reference to Lloyds includes its age... (4 pages)View decision -
Decision Reference DRN-5900946
5 Jan 2026 Black Horse Limited Not upheldConsumer CreditDRN-5900946 The complaint Ms B complains that a car that was supplied to her under a hire purchase agreement with Black Horse Limited wasn’t of satisfactory quality. What happened A used car was supplied to Ms B under a hire purchase agreement with Black Horse that she electronically s... (3 pages)View decision -
Decision Reference DRN-5953584
5 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5953584 The complaint J, a limited company, complains Santander UK Plc migrated its account, which was free from fees to an account which incurs a monthly fee in October 2025. J is represented in bringing this complaint to us by one of its directors, Mr J. What happened J originally... (5 pages)View decision -
Decision Reference DRN-6055894
5 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6055894 THE COMPLAINT Mr O complains that Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr O is represented by Oakwood Solicitors (“Oakwood”) in this matter. However, where appropriate, I will refer to Mr O solely in this decis... (4 pages)View decision -
Decision Reference DRN-5836384
5 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5836384 The complaint Mrs O’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (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 197... (10 pages)View decision