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-5920074
10 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5920074 The complaint Mr S and the estate of 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 Mr S and the late Mrs S under Section 140A of the Consumer Credit Act 197... (10 pages)View decision -
Decision Reference DRN-5918775
10 Feb 2026 Gain Credit LLC Not upheldConsumer CreditDRN-5918775 The complaint Mr G complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) failed to carry out sufficient affordability checks before it lent to him. What happened A summary of Mr G’s borrowing can be found in the table below. loan number loan amount ag... (5 pages)View decision -
Decision Reference DRN-5943433
10 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5943433 The complaint Miss W complains that Monzo Bank Ltd (‘Monzo’) won’t refund transactions she made for gambling. What happened On 27 and 28 March 2025, Miss W made 24 faster payments to a company I’ll refer to as P. These transactions were made for gambling with a company I’ll... (3 pages)View decision -
Decision Reference DRN-5909842
10 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5909842 The complaint Miss A complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she lost after falling victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t go into detail. In August 2024, Miss A sent £15,500 to a c... (5 pages)View decision -
Decision Reference DRN-6047197
9 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6047197 The complaint Mr K has complained that Barclays Bank UK PLC unfairly removed his overdraft facility. What happened Mr K has two accounts with Barclays, and both had overdraft facilities. However, it wrote to him on 22 November 2024, to say it was removing the facility on one... (2 pages)View decision -
Decision Reference DRN-5761079
9 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5761079 The complaint Mr B complains that Monzo Bank Ltd (Monzo, hereinafter) hasn’t refunded the losses he’s incurred when falling victim to an investment scam. What happened The facts are well known to both parties, so I have outlined the key details. In summary, Mr B says a wor... (7 pages)View decision -
Decision Reference DRN-5985327
9 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5985327 The complaint Ms K’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 her under section 140A of the Consumer Credit Act 1974... (14 pages)View decision -
Decision Reference DRN-6003272
9 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6003272 The complaint Mrs H complains Revolut won’t reimburse money she lost when she fell victim to an investment scam. Mrs H is professionally represented, however for ease, I’ll refer to Mrs H throughout my decision. What happened In 2023, Mrs H fell victim to a crypto investment... (6 pages)View decision -
Decision Reference DRN-6140669
9 Feb 2026 Hitachi Capital (UK) Plc Not upheldConsumer CreditDRN-6140669 The complaint Mr H’s complaint is, in essence, that Hitachi Capital (UK) Plc (trading as Novuna Personal Finance - Novuna) (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Ac... (7 pages)View decision -
Decision Reference DRN-6087022
9 Feb 2026 Lloyds Bank PLC Not upheldMortgagesDRN-6087022 The complaint Mr B complains that Lloyds Bank PLC (Lloyds) recalculated his contractual monthly payment (CMP) following him making overpayments, when he wanted this to remain the same to repay his mortgage quicker. He is also unhappy that if he wants to formally reduce the t... (4 pages)View decision