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-6058979
12 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6058979 The complaint Mr B complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) declined his claim for money back in relation to a transaction that took place on his credit card account. What happened The facts in this case aren’t disputed, so I’ve only briefly set t... (4 pages)View decision -
Decision Reference DRN-6103822
12 Feb 2026 Creation Consumer Finance Limited Not upheldConsumer CreditDRN-6103822 The complaint Miss A complains that CREATION CONSUMER FINANCE LIMITED (Creation) refused to delay the start date of a credit agreement after the initially faulty item was replaced. What happened In January 2025 Miss A purchased an item from a merchant at a cost of £1,599. Th... (2 pages)View decision -
Decision Reference DRN-5574513
12 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5574513 The complaint Ms B has complained that Revolut Ltd won’t refund her the money she lost to a scam. What happened Ms B fell victim to an employment scam in early 2025 which resulted in her losing over £2,500. Upon realising she’d fallen victim to a scam she contacted Revolut a... (2 pages)View decision -
Decision Reference DRN-6129967
12 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6129967 The complaint Mr and 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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (12 pages)View decision -
Decision Reference DRN-5946750
12 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5946750 The complaint Mr D’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 them under section 140A of the Consumer Credit Act 197... (6 pages)View decision -
Decision Reference DRN-6148684
12 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6148684 The complaint Mr G and Mrs E’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 (... (11 pages)View decision -
Decision Reference DRN-6140128
12 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6140128 The complaint Ms R, who is represented by Miss S, complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) did not handle her claim under section 75 Consumer Credit Act 1975 (s.75) properly. What happened On 1 February 2025 Ms R ordered an elec... (3 pages)View decision -
Decision Reference DRN-6126295
12 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6126295 The complaint Mr P complains National Westminster Bank PLC (NatWest) paid €11,000 to an incorrect account for a property purchase, sadly causing him significant distress and worry at an extremely difficult time for him and his family. What happened Mr P explained he visited ... (3 pages)View decision -
Decision Reference DRN-6051528
12 Feb 2026 Zopa Bank Limited UpheldConsumer CreditDRN-6051528 The complaint Mrs B says Zopa Bank Limited irresponsibly lent to her. What happened Mrs B took out three loans from Zopa as set out below, all accounts are now closed. loandate value term in months monthly repayment 1 15/10/2021 £5,00024 £241.45 2 15/08/2022 £7,50028 £206.96... (4 pages)View decision -
Decision Reference DRN-6049281
12 Feb 2026 Madison CF UK Limited Not upheldBanking and PaymentsDRN-6049281 The complaint Madison CF UK Limited, trading as 118 118 Money, provided Mr S with a credit card in January 2025. It had a credit limit of £1,000, which was then increased to £1,600 in July 2025. Mr S says the credit was provided irresponsibly. What happened The details of t... (2 pages)View decision