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-5986136
11 Dec 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5986136 The complaint Mr B complains about a motor finance agreement he had with Marsh Finance Limited (MFL). Mr B is unhappy that the vehicle related to the motor finance agreement was not of satisfactory quality when it was supplied to him. What happened In April 2023Mr B entered ... (2 pages)View decision -
Decision Reference DRN-5804186
11 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5804186 Complaint Mr A is unhappy that Barclays Bank UK PLC didn’t reimburse him after he reported falling victim to a scam. Mr A has brought this complaint with the assistance of professional representatives. For simplicity’s sake, I’ve generally referred to Mr A in the text of the... (2 pages)View decision -
Decision Reference DRN-5910220
11 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5910220 The complaint Mrs S complains that Santander UK Plc (Santander”) failed to refund money that Mrs S lost as part of a scam. What happened Mrs S was contacted by a person who said that Mrs S could earn money by working for a company that I will call B. Mrs S was told that she... (3 pages)View decision -
Decision Reference DRN-5910269
11 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5910269 The complaint Mrs S complains that Monzo Bank Ltd (Monzo”) failed to refund money that Mrs S lost as part of a scam. What happened Mrs S was contacted by a person who said that Mrs S could earn money by working for a company that I will call B. Mrs S was told that she would ... (3 pages)View decision -
Decision Reference DRN-5910246
11 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5910246 The complaint Mrs S complains that Barclays Bank UK PLC (“Barclays”) failed to refund money that Mrs S lost as part of a scam. What happened Mrs S was contacted by a person who said that Mrs S could earn money by working for a company that I will call B. Mrs S was told that... (3 pages)View decision -
Decision Reference DRN-6015688
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6015688 The complaint Mrs H’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-5954755
11 Dec 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5954755 The complaint Mr E complains about the quality of a car he acquired under a hire purchase agreement with Blue Motor Finance Ltd (BMF). When I refer to what Mr E and BMF said or did, it should also be taken to include things said or done on their behalf. What happened In Ju... (4 pages)View decision -
Decision Reference DRN-5794133
11 Dec 2025 NHS (Scotland and North England) Credit Union Limited Not upheldConsumer CreditDRN-5794133 The complaint Miss B is complaining that NHS (Scotland and North England) Credit Union Limited trading as NHS Credit Union (“NHSCU”) lent to her irresponsibly. What happened In September 2021, Miss B applied for a loan with NHSCU, saying the purpose of it was to consolidate ... (5 pages)View decision -
Decision Reference DRN-6003571
11 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6003571 The complaint Mr R complains that Barclays Bank UK PLC trading as Tesco Bank unfairly applied additional interest and fees to his credit card account following a missed payment. What happened Mr R holds a credit card account with Tesco. The account requires him to make mont... (2 pages)View decision -
Decision Reference DRN-5964271
11 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5964271 The complaint Mr S complains about the service he received from British Gas Insurance Limited (BGIL) under a HomeCare policy when he experienced issues with his boiler. What happened Mr S held a HomeCare policy with BGIL, which covers a tenanted property that he rents out. ... (5 pages)View decision