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-6018423
12 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6018423 The complaint Mr and 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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (11 pages)View decision -
Decision Reference DRN-5916329
12 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5916329 The complaint Mr G complains about the quality of a vehicle that was supplied through a motor finance agreement with BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (Alphera). What happened In February 2025, Mr G acquired a used car through a hire p... (4 pages)View decision -
Decision Reference DRN-5861458
12 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5861458 The complaint Mr S complains Mitsubishi HC Capital UK Plc (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with him under Section 140A of the CCA. Mr S is represent... (13 pages)View decision -
Decision Reference DRN-5871021
12 Dec 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5871021 The complaint Mr G has complained about a delay in transferring money into his account with Wise Payments Limited. What happened Mr G has an account with Wise. On 20 June 2025 a member of Mr G’s family sent 5,500,000 TRY to Mr G’s TRY account he held with Wise. Due to issues... (3 pages)View decision -
Decision Reference DRN-5980085
12 Dec 2025 Society of Lloyd's UpheldInsuranceDRN-5980085 The complaint Mr C complains about the way Society of Lloyd’s has handled a claim he made on his building warranty. What happened Mr C’s home benefits from a ten-year building warranty, provided by SOL. He made a claim for an external crack under section three of the policy... (8 pages)View decision -
Decision Reference DRN-5968377
12 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5968377 The complaint Mr T has complained that Santander UK Plc gave notice in July 2025 that it planned to migrate his business account, which is free from fees, to an account which incurs a monthly fee in October 2025. Mr T says this is unfair as, when he opened the account, Sant... (4 pages)View decision -
Decision Reference DRN-5835276
12 Dec 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5835276 The complaint Ms B complains Zopa Bank Limited (Zopa) continued to charge her interest and late payment fees on her credit card account, even though she had repaid the balance in full. What happened Ms B says she made a payment into her Zopa credit card account in January 20... (3 pages)View decision -
Decision Reference DRN-5900783
12 Dec 2025 JDB Enterprise Group Ltd Not upheldConsumer CreditDRN-5900783 The complaint Mr C complains that JDB Enterprise Group Ltd trading as Fast Loan UK lent to him irresponsibly when they provided him with two personal loans. What happened In 2024, Mr C was provided with two short-term loans from Fast Loan UK. I’ve included a table below sh... (4 pages)View decision -
Decision Reference DRN-5986766
12 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5986766 The complaint Mr R complains that HSBC UK Bank Plc won’t refund him the money he says he lost in an investment scam. Mr R is being represented by a professional representative, but for ease of reading I’ll mostly refer to Mr R. What happened I’ve summarised what I consider t... (3 pages)View decision -
Decision Reference DRN-5890299
12 Dec 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5890299 The complaint Mr A complains Revolut Ltd (“Revolut”) hasn’t refunded money 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 details here. Mr A said he received a call from someone, ... (5 pages)View decision