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-5907193
4 Dec 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5907193 The complaint Mr P has complained MBNA Limited acted unfairly when declining his claim for money back. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them here. It reflects my role of resolving disputes ... (4 pages)View decision -
Decision Reference DRN-5821406
4 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5821406 The complaint Mr and Mrs 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) ... (10 pages)View decision -
Decision Reference DRN-5889368
4 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5889368 The complaint A company, which I’ll refer to as N, complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t reimburse the funds it lost when it says it fell victim to a scam. Mr C, who is a director of N, brings the complaint on N’s behalf. What happ... (4 pages)View decision -
Decision Reference DRN-5705473
4 Dec 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5705473 The complaint Plata Finance Limited provided Mr B with a £2,000 loan in December 2024. Mr B says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute... (2 pages)View decision -
Decision Reference DRN-5866157
4 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5866157 The complaint Mrs N’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... (11 pages)View decision -
Decision Reference DRN-5483050
4 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5483050 The complaint Mr B complains that Barclays Bank UK PLC won’t refund the money he lost when he was the victim of a scam. Mr B is represented by a third-party firm, but for ease of reference I will refer to Mr B throughout the decision. What happened The background to this c... (4 pages)View decision -
Decision Reference DRN-5759670
4 Dec 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5759670 The complaint Mr F complains that PROPEL HOLDINGS (UK) LIMITED, trading as Quidmarket, irresponsibly lent to him. What happened Mr F was provided several loans by Quidmarket between 2020 and 2024. I’ve set them out below: LoanDate Amount Term (months) Repayment (monthly) 1... (3 pages)View decision -
Decision Reference DRN-5997396
4 Dec 2025 Bank of Scotland Plc UpheldMortgagesDRN-5997396 The complaint Mr S complains that Bank of Scotland plc trading as Halifax has incorrectly recorded the consent to lease (CTL) agreement on his mortgage and this has led to him being unfairly refused a better interest rate deal over the years. What happened In 2006 Mr S took ... (5 pages)View decision -
Decision Reference DRN-5640774
4 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5640774 The complaint Mr S complains that Barclays Bank UK PLC (‘Barclays’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr S says that he became involved with the directors of a company I’ll call D in this decision in March 2021 when they started ... (5 pages)View decision -
Decision Reference DRN-5748666
4 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5748666 The complaint Mr and Mrs 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