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-5482645
8 Jan 2026 Tide Platform Limited UpheldBanking and PaymentsDRN-5482645 The complaint Mr S complains that Tide Platform Limited won’t refund disputed transactions carried out from his account. What happened Mr S has a sole trader account with Tide. In December 2024 Mr S met a group of individuals, I’ll refer to as the fraudsters, and handed over... (3 pages)View decision -
Decision Reference DRN-5916530
8 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5916530 The complaint Mr S’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 19... (13 pages)View decision -
Decision Reference DRN-5366070
8 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5366070 The complaint Ms H complains Bank of Scotland plc trading as Halifax is holding her liable for withdrawals from her account which she says she didn’t authorise. What happened The details of this complaint are well known to both parties so I won’t repeat them all again here. ... (3 pages)View decision -
Decision Reference DRN-5863084
8 Jan 2026 Close Brothers Limited UpheldConsumer CreditDRN-5863084 The complaint Mr C complains that the car he acquired through Close Brothers Limited, trading as Close Brothers Motor Finance (“CBL”) wasn’t of satisfactory quality. He wants to reject the car and cancel the finance agreement. What happened Mr C entered a conditional sale ag... (4 pages)View decision -
Decision Reference DRN-5974603
8 Jan 2026 Lenvi Servicing Limited UpheldMortgagesDRN-5974603 The complaint Mr S complains that the administrator of his help to buy shared equity loan, Lenvi Servicing Limited, caused delay when he tried to re-mortgage and repay part of his loan. What happened Mr S bought a property with the aid of the help to buy scheme. He took out ... (4 pages)View decision -
Decision Reference DRN-5846469
8 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5846469 The complaint Mr and Mrs M’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)... (8 pages)View decision -
Decision Reference DRN-5633903
8 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5633903 The complaint A company that I will refer to as D, complains that Monzo Bank Ltd unfairly closed its account without providing a proper explanation and stopped it from accessing money held in the account. Mr D a director of D, brings the complaint on behalf of D. What happ... (4 pages)View decision -
Decision Reference DRN-5905985
8 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5905985 The complaint Mr B and Miss D’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 ... (11 pages)View decision -
Decision Reference DRN-5692483
8 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5692483 The complaint Mr M complains about U K Insurance Limited’s (“UKI”) decision to reduce his No Claims Discount following a claim against his car insurance policy. What happened Mr M says he attempted to upgrade his policy in June 2023 and add protected No Claims Discount (“PN... (3 pages)View decision -
Decision Reference DRN-5589700
8 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5589700 The complaint Miss H complains that Santander UK Plc won’t reimburse her after she reported being the victim of a scam. What happened Miss H wanted to install a wet room in her home. She found a company (which I will call ‘L’) through a platform that advertises builders. Mi... (5 pages)View decision