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-5331542
10 Dec 2025 U.S. Bank Europe DAC Not upheldBanking and PaymentsDRN-5331542 The complaint A partnership, which I’ll refer to as H, complains that U.S. Bank Europe DAC (trading as Elavon Merchant Services) unfairly held it liable for chargebacks. What happened In January 2024 H had a merchant services account with Elavon, which meant that Elavon pro... (3 pages)View decision -
Decision Reference DRN-4979149
10 Dec 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4979149 Complaint Mr F complains that Volkswagen Financial Services (UK) Limited (trading as “Skoda Finance”) failed to act fairly and reasonably towards him when entering into a hire-purchase agreement with him. He’s said that that Skoda Finance failed to disclose the commission t... (2 pages)View decision -
Decision Reference DRN-5856662
10 Dec 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5856662 The complaint Ms M says Close Brothers Limited sent a letter to the wrong address. The letter was about a refund. It went to her brother, and she does not get on well with him. She was worried he might use the information in the letter. What happened Close Brothers said sorr... (1 page)View decision -
Decision Reference DRN-5837484
10 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5837484 The complaint Mrs R’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’), (2) deciding a... (11 pages)View decision -
Decision Reference DRN-5896257
10 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5896257 The complaint Mr H complains about the poor service provided by Bank of Scotland Plc (BoS) when he called to arrange a payment from his current account. What happened Mr H had an account with BoS. He called up as he wanted to make a payment to his daughter. He waited 15 minu... (2 pages)View decision -
Decision Reference DRN-5988152
10 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5988152 The complaint Mr M complained about Monzo Bank Ltd (Monzo) after it blocked a payment he attempted and restricted his account. Mr M would like compensation for time spent dealing with this matter and for Monzo to review the ongoing block on payments to this merchant. He als... (3 pages)View decision -
Decision Reference DRN-5640622
10 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5640622 The complaint Miss W complains that Nationwide Building Society (“Nationwide”) acted irresponsibly when it increased her overdraft limit to £2,000 in April 2021. What happened Miss W has held a Nationwide current account for a number of years and in 2019 was granted an init... (4 pages)View decision -
Decision Reference DRN-5799818
10 Dec 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5799818 The complaint Mr K complains that ARAG Legal Expenses Insurance Company Limited turned down his legal expenses insurance claim. What happened In March 2025, Mr K contacted ARAG to make a claim under his legal expenses cover. His claim related to an employment dispute. After... (3 pages)View decision -
Decision Reference DRN-5315213
10 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5315213 The complaint Mr G complains that Revolut Ltd will not reimburse funds he lost to a scam. Mr G is represented by a firm, but for ease I have only referred to Mr G in this decision. What happened The background to this complaint is well known to both parties so I won’t repeat... (3 pages)View decision -
Decision Reference DRN-6011103
10 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6011103 The complaint Mr and Ms O’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