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 179851 results
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Decision Reference DRN-6152209
13 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6152209 The complaint Mr and Mrs B’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’). (2)... (2 pages)View decision -
Decision Reference DRN-5957050
13 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5957050 The complaint Mr G complains that Vanquis Bank Limited irresponsibly lent to him. What happened Mr G was approved for a Vanquis credit card in March 2023, with a £1,200 credit limit. The credit limit was increased three times, in July 2023 (£1,500), March 2024 (£2,500), and ... (4 pages)View decision -
Decision Reference DRN-6086187
13 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6086187 The complaint Mr D has complained about the way National Westminster Bank Public Limited Company dealt with a claim for money back in relation to a transaction made using a debit card. What happened The circumstances of the complaint are well known to the parties so I won’t... (3 pages)View decision -
Decision Reference DRN-5983091
13 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5983091 The complaint Mr D’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationships with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (5 pages)View decision -
Decision Reference DRN-6056062
13 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6056062 The complaint Mr and Mrs B complain that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) won’t refund money they sent to an investment opportunity, that they now consider was a scam. What happened The background to this complaint is well known to both parties, so... (4 pages)View decision -
Decision Reference DRN-6151896
13 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6151896 The complaint Mrs J complains that NewDay Ltd trading as John Lewis Credit Card have irresponsibly lent to her. What happened Mrs J was approved for a John Lewis credit card in December 2023, with a £1,200 credit limit. The credit limit was increased a further three times: i... (4 pages)View decision -
Decision Reference DRN-6149345
13 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6149345 The complaint Mr W complains that Monzo Bank Ltd won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both pa... (4 pages)View decision -
Decision Reference DRN-6084513
13 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6084513 The complaint Miss Z complained about the way HSBC UK Bank Plc administered her credit card account. What happened HSBC issued a default notice on 2 October 2024 as there were missed payments on Miss Z’s credit card account and the balance on the credit card was above the c... (4 pages)View decision -
Decision Reference DRN-5987937
13 Feb 2026 Inclusive Finance Limited Not upheldConsumer CreditDRN-5987937 The complaint Miss G complains that Inclusive Finance Limited trading as Creditspring (Creditspring) unfairly rejected her request to have her outstanding loan balance written off. What happened In April 2024, Miss G entered into a credit agreement with Creditspring. She agr... (2 pages)View decision -
Decision Reference DRN-6112263
13 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6112263 The complaint Mr L complains Nationwide Building Society won’t refund the money he lost to a scam. What happened The details of this complaint are well-known to both parties. So rather than repeat them all here, I’ve summarised the key events. In early 2024, Mr L was approac... (3 pages)View decision