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-6148047
12 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6148047 The complaint Mr R and Miss 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 ... (10 pages)View decision -
Decision Reference DRN-5992591
12 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5992591 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost to an investment scam. What happened Mr M explains that: • He was contacted by Person A on his messaging app. who said he was a professional trader and his biography stated Bot’. • Person A did... (3 pages)View decision -
Decision Reference DRN-5992515
12 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5992515 The complaint Mr M complains that NewDay Ltd won’t refund the money he lost to an investment scam. What happened Mr M explains that: • He was contacted by Person A on his messaging app. who said he was a professional trader and his biography stated ‘7-Figure Trader – Devel... (4 pages)View decision -
Decision Reference DRN-6148052
12 Feb 2026 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-6148052 The complaint Mrs D complains Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited: • Addressed her as Mr when they should only be addressing her as Mrs • Made her settle a debt under duress • Their actions, while she was caring for her family wh... (7 pages)View decision -
Decision Reference DRN-6015750
12 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6015750 The complaint OAKBROOK FINANCE LIMITED trading as Finio Loans (‘Oakbrook’) provided Mr F with a loan in July 2025. The loan was for £5,000 and was due to be repaid in 36 monthly instalments of around £269. The purpose of the loan was recorded as debt consolidation. Mr F say... (3 pages)View decision -
Decision Reference DRN-6122234
12 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6122234 The complaint Mr C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund money he lost when he was the victim of a scam. Mr C has been assisted by a family member in bringing his complaint to the Financial Ombudsman but, for ease of reading, I’ll refer... (5 pages)View decision -
Decision Reference DRN-5886434
12 Feb 2026 Charter Court Financial Services Limited Not upheldMortgagesDRN-5886434 The complaint Mr X’s complaint relates to a mortgage he has with Charter Court Financial Services Limited trading as Precise. He feels that he has been treated unfairly as Precise has refused to provide him with a preferential interest rate product, has charged him excessive... (5 pages)View decision -
Decision Reference DRN-6033884
12 Feb 2026 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-6033884 The complaint Miss O complains that First Response Finance Limited (‘FRFL’) treated her unfairly when it entered into a motor finance agreement with her. She’s said that FRFL failed to disclose that it paid commission to the motor dealer that introduced her business and tha... (3 pages)View decision -
Decision Reference DRN-6142818
12 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6142818 The complaint Mrs M complains that Nationwide Building Society (‘Nationwide’) won’t refund the money she says was lost as the result of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus... (4 pages)View decision -
Decision Reference DRN-5976400
12 Feb 2026 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5976400 The complaint Mrs W complains that Stellantis Financial Services UK Limited trading as Vauxhall Finance (who I’ll call ‘SFS’) were unreasonable and didn’t offer sufficient support when she was struggling to meet payments on her finance agreement. What happened The detailed b... (3 pages)View decision