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-5871405
5 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5871405 The complaint Mr M’s complaint is, in essence, that Mitsubishi HC Capital UK PLC (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 (as amended) (the ‘CCA’) and (2) de... (12 pages)View decision -
Decision Reference DRN-6031749
5 Feb 2026 Accord Mortgages Limited Not upheldMortgagesDRN-6031749 The complaint Mr B complains that Accord Mortgages Limited trading as Accord Mortgages didn’t support him during a period of financial difficulty. He says he was misled about the amount of the monthly payments and when a new interest rate product would start. What happened M... (5 pages)View decision -
Decision Reference DRN-6070716
5 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6070716 The complaint Mr A complains Santander UK Plc failed to provide him transaction information when requested. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr A held a Santander account, and he ca... (3 pages)View decision -
Decision Reference DRN-6006349
5 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6006349 The complaint Mrs G complains about Nationwide Building Society. She says that she has been the victim of a scam and would like Nationwide to refund her the money she has lost. What happened In November 2022, Mrs G was introduced to an investment opportunity with a company... (3 pages)View decision -
Decision Reference DRN-5922448
5 Feb 2026 FCE Bank Plc Not upheldConsumer CreditDRN-5922448 The complaint Mr J complains about how FCE Bank Plc trading as Ford Credit Europe treated him, when they terminated a hire purchase agreement in his name. Throughout his complaint, Mr J has been represented by a third party. But for ease, I’ll just refer to Mr J. What happen... (5 pages)View decision -
Decision Reference DRN-5759825
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5759825 The complaint Mr and Mrs A’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-5996777
5 Feb 2026 EQUALS MONEY INTERNATIONAL LIMITED Not upheldBanking and PaymentsDRN-5996777 The complaint Mr L has complained that he was unable to convert GBP into Turkish Lira (TRY) on his pre- paid FairFX currency card that is provided by EQUALS MONEY INTERNATIONAL LIMITED (“FairFX”). What happened On 19 September 2025, Mr L credited £112 into his FairFX account... (2 pages)View decision -
Decision Reference DRN-5715350
5 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5715350 THE COMPLAINT Mr R complains that Monzo Bank Ltd (‘Monzo’) will not reimburse him money he says he lost when he fell victim to a scam. Mr R is represented by Wealth Recovery Solicitors (‘WRS’) in this matter. However, where appropriate, I will refer to Mr R solely in this ... (3 pages)View decision -
Decision Reference DRN-6101629
5 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6101629 The complaint Mr F complains that HSBC UK Bank Plc (“HSBC”) won’t refund money he lost when he fell victim to an investment scam. What happened In July 2019, following an introduction by a friend he’d known for over ten years, Mr F made a payment of £40,000 from his HSBC ac... (9 pages)View decision -
Decision Reference DRN-5934111
5 Feb 2026 Hastings Financial Services Limited Not upheldConsumer CreditDRN-5934111 The complaint Miss E says Hastings Financial Services Limited, trading as Hastings Direct, irresponsibly lent to her. What happened Miss E took out a loan for £10,000 over 60 months on 25 June 2024 with monthly repayments of £228.88. She says she was already heavily indebted... (2 pages)View decision