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-6116544
12 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6116544 The complaint Mr T complains that Barclays Bank UK PLC charged him for an international transfer when his app said that no charge was payable. What happened In late September 2025, Mr T carried out an international transfer on his banking app. The app confirmed to him that n... (2 pages)View decision -
Decision Reference DRN-5790484
12 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5790484 The complaint Mr F’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 1974... (12 pages)View decision -
Decision Reference DRN-6141687
12 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6141687 The complaint Mr P complains that Revolut Ltd won’t refund the full amount of money he says 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 bo... (3 pages)View decision -
Decision Reference DRN-5976079
12 Feb 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5976079 The complaint Mr R complains that a car supplied to him under a personal contract purchase agreement with CA AUTO FINANCE UK LTD was of unsatisfactory quality. As a note, Mr R has been represented during his complaint. For ease I’ll refer to any information supplied as part... (3 pages)View decision -
Decision Reference DRN-5890815
12 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5890815 The complaint Mr C complains that Bank of Scotland plc unfairly closed his account. What happened Mr C raised a complaint with Bank of Scotland following receipt of communication that his account would be closing, without notice or an explanation. Mr C has certain vulnerabil... (2 pages)View decision -
Decision Reference DRN-5863848
12 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5863848 The complaint Mr A complains about how Monzo Bank Ltd handled his disputed transaction claims. He thinks Monzo should return funds he’s been unable to claim back from a merchant and wants an increased level of compensation from Monzo for the distress and inconvenience he say... (3 pages)View decision -
Decision Reference DRN-6116101
12 Feb 2026 V12 Retail Finance Limited Not upheldConsumer CreditDRN-6116101 The complaint Mr R, who is represented by Mrs R, complains that V12 Retail Finance Limited refused his request to reject a faulty item of furniture. Mr R is the eligible complainant and I will refer to him throughout this decision, but I recognise that the complaint has been... (3 pages)View decision -
Decision Reference DRN-6148491
12 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6148491 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’) and (2)... (11 pages)View decision -
Decision Reference DRN-6147969
12 Feb 2026 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-6147969 The complaint Ms G complains that Prepay Technologies Ltd won’t reimburse money she lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around January 2025, Ms G was contacted by an u... (4 pages)View decision -
Decision Reference DRN-5989286
12 Feb 2026 Creation Consumer Finance Limited Not upheldConsumer CreditDRN-5989286 The complaint Miss S is unhappy with how Creation Consumer Finance Limited (“Creation”) administered her account. What happened The parties are familiar with the background of this complaint, so I will summarise it here, which reflects my informal remit. Miss S took out a fi... (3 pages)View decision