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-6065805
9 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6065805 The complaint Mr K has complained Vanquis Bank Limited has placed a default on his credit record for a credit card he never took out. What happened A credit card account with Vanquis was opened on 28 March 2023. At this time Mr K wasn’t in the country and didn’t return the U... (3 pages)View decision -
Decision Reference DRN-5986358
9 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5986358 The complaint Mr A complains that Nationwide Building Society unfairly refuses to refund him money he lost in a scam. What happened The circumstances surrounding this complaint are well known to both parties, so I haven’t repeated them in detail here. Instead, I’ve summarise... (3 pages)View decision -
Decision Reference DRN-6137474
9 Feb 2026 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-6137474 The complaint D complains that Amazon Payments UK Limited (‘APUK’) have unfairly closed and restricted access to the funds in its seller account. D is represented in bringing its complaint to us by its director, Mr S. What happened In late 2022, APUK asked D to provide a uti... (5 pages)View decision -
Decision Reference DRN-5879689
9 Feb 2026 Everyday Lending Limited Not upheldConsumer CreditDRN-5879689 The complaint Mr M complains that Everyday Lending Limited trading as Evlo was irresponsible in its lending to him. Mr M is represented by a family member but for ease of reference, I have referred to Mr M throughout this decision. What happened Mr M was provided with a £1,0... (3 pages)View decision -
Decision Reference DRN-6138094
9 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6138094 The complaint Mr G’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 him under Section 140A of the Consumer Credit Act 1974 ... (11 pages)View decision -
Decision Reference DRN-5866330
9 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5866330 The complaint Mr G is unhappy that Nationwide Building Society didn’t prevent a payment being made to a merchant that he asked them to prevent. What happened In October 2023, Mr G purchased a service from a merchant on an annual subscription basis. The subscription was sched... (3 pages)View decision -
Decision Reference DRN-6129262
9 Feb 2026 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-6129262 The complaint Mr W says Specialist Motor Finance Limited (SMF) were unreasonable not to set up a further payment plan and provided poor service in relation to a finance agreement he has with them. What happened The detailed background to this complaint is well known to both... (3 pages)View decision -
Decision Reference DRN-5884723
9 Feb 2026 Lenvi Servicing Limited Not upheldMortgagesDRN-5884723 The complaint Mr and Mrs M complain that the terms of their help to buy shared equity loan are unfair. What happened Mr and Mrs M bought a property using the help to buy scheme in 2016. They borrowed around £120,000 on their help to buy loan, which was 20% of the purchase pr... (2 pages)View decision -
Decision Reference DRN-6138346
9 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6138346 The complaint Mr D is complaining that Revolut Ltd hasn’t refunded payments made from his account when he fell victim to a scam. What happened The circumstances of the complaint aren’t in dispute, so I won’t set them out in a lot of detail here. On 15 January 2025 Mr D recei... (5 pages)View decision -
Decision Reference DRN-5924731
9 Feb 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-5924731 The complaint Mr A complains Starling Bank Limited (“Starling”) won’t refund the money he lost after he fell victim to a scam. What happened The facts of this case are well known to both parties, so I don’t intend to repeat them all in detail again here. However, in summary,... (4 pages)View decision