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-6127443
9 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6127443 The complaint Mr S is unhappy that American Express Services Europe Limited (“AmEx”) closed his account. What happened Mr S raised a complaint with AmEx because he was unhappy that they had closed his account, which he felt AmEx had done without giving him any advance notice... (3 pages)View decision -
Decision Reference DRN-6121149
9 Feb 2026 MotoNovo Finance Limited Not upheldConsumer CreditDRN-6121149 The complaint Mr F complains that the car he acquired through MotoNovo Finance Limited wasn’t of satisfactory quality. He wants to return the car and have the credit agreement cancelled and his payments refunded. What happened Mr F entered into a hire purchase agreement in M... (5 pages)View decision -
Decision Reference DRN-6140268
9 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6140268 The complaint Mr and Mrs G’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)... (10 pages)View decision -
Decision Reference DRN-6061991
9 Feb 2026 N.I.I.B. Group Limited UpheldConsumer CreditDRN-6061991 The complaint Mr A complains about a car supplied to him using a hire purchase agreement taken out with NIIB Group Limited trading as Northridge Finance (“Northridge”). What happened In February 2025, Mr A acquired a used car using a hire purchase agreement with Northridge.... (4 pages)View decision -
Decision Reference DRN-5833666
9 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5833666 The complaint Mr S complains that National Westminster Bank Public Limited Company (‘NatWest’) has declined to refund disputed transactions that were made from his account. What happened In March and April 2025, a number of ‘card not present’ transactions debited Mr S’ accou... (4 pages)View decision -
Decision Reference DRN-5910536
9 Feb 2026 Shire Leasing Plc Not upheldBanking and PaymentsDRN-5910536 The complaint J, a limited company, complains Shire Leasing Plc mis-sold it a loan. J is represented in bringing this complaint to us by its directors, Miss S and Mr J. What happened J borrowed from Shire Leasing in June 2024, alongside a number of other loans from a subsidi... (3 pages)View decision -
Decision Reference DRN-6039130
9 Feb 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-6039130 The complaint Mrs G says Barclays Bank UK PLC irresponsibly lent to her. What happened Mrs G took out a loan for £10,000 over 48 months from Barclays in November 2024. The monthly repayments were £271.01. She then refinanced that loan in March 2025 with a second loan for £21... (3 pages)View decision -
Decision Reference DRN-5745990
9 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5745990 The complaint Miss D complains that Santander UK Plc (“Santander”) won’t refund her money, which she believes she has lost to a scam. What happened The background to this complaint is well known to all parties and has been laid out in detail by our Investigator in their vie... (3 pages)View decision -
Decision Reference DRN-5852890
9 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5852890 The complaint Mr C and Mrs C 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-5764231
9 Feb 2026 Monzo Bank Ltd UpheldConsumer CreditDRN-5764231 The complaint Mr L complains about several issues he says he’s experienced with Monzo Bank Ltd. What happened Mr L is unhappy with the level of service he’s been provided by Monzo; he considers Monzo to have ignored his communication preferences, for it to have little regar... (3 pages)View decision