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-6014008
11 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6014008 The complaint Mrs R’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 1974... (8 pages)View decision -
Decision Reference DRN-5906836
11 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5906836 The complaint Ms M complains Barclays Bank UK PLC unfairly closed her account and withheld funds. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Ms M held a Barcl... (4 pages)View decision -
Decision Reference DRN-5972467
11 Dec 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5972467 The complaint Ms D complains that Revolut Ltd delayed processing a six-figure payment she’d transferred to her account. What happened On 14 July 2025, Ms D transferred over £180,000 from an account she held with another bank to Revolut. But it was not credited to her account... (2 pages)View decision -
Decision Reference DRN-6014082
11 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6014082 The complaint Mr and Mrs C’s complaint is, in essence, that First Holiday Finance 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’) ... (9 pages)View decision -
Decision Reference DRN-5682079
11 Dec 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5682079 The complaint Miss D complains that Lloyds Bank Plc irresponsibly lent to her. What happened The facts of this case are familiar to both sides. With that being the case, I won’t provide a detailed background here. Instead, I’ll provide a brief summary. Lloyds provided Miss... (5 pages)View decision -
Decision Reference DRN-5889635
11 Dec 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5889635 The complaint Mr W complains that Nationwide Building Society lent to him irresponsibly when they provided him with a personal loan. What happened In December 2023, Mr W was provided with a personal loan by Nationwide. The loan was for £15,000 and was repayable over 72 mont... (3 pages)View decision -
Decision Reference DRN-5886354
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5886354 The complaint Mr and Mrs 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 (2)... (13 pages)View decision -
Decision Reference DRN-5863052
11 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5863052 The complaint Ms I complains that HSBC UK Bank Plc won’t refund the money she lost to what she believes was an investment scam. Ms I is supported in this complaint by a professional representative, but for simplicity I will refer to Ms I throughout this decision, even when ... (6 pages)View decision -
Decision Reference DRN-5911994
11 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5911994 The complaint Mr S’ complaint is about a bank account he has with NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest). He is unhappy with the impact on him of NatWest undertaking a fraud-related investigation into the account. What happened On 13 February 2025 NatWest... (3 pages)View decision -
Decision Reference DRN-5838253
11 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5838253 The complaint Mr and Mrs C complain that Bank of Scotland Plc (trading as Halifax) won’t refund the money they lost to what they believe was an investment scam. Mr and Mrs C are supported in this complaint by a professional representative, but for simplicity I will refer to... (6 pages)View decision