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 179155 results
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Decision Reference DRN-6107363
27 Jan 2026 HL Partnership Limited Not upheldMortgagesDRN-6107363 The complaint Mr P and Miss S have complained that they were given unsuitable mortgage advice by a representative of H L Partnership Limited trading as HLPartnership, and referred to here as HLP. To settle the complaint, Mr P and Miss S would like HLP to compensate them for... (4 pages)View decision -
Decision Reference DRN-6106945
27 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6106945 The complaint Mr B is unhappy with NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY’s (‘NatWest’) refusal to raise a dispute for him in relation to something he purchased using his debit card. What happened I issued my provisional decision to both parties on 5 January 2026 ... (4 pages)View decision -
Decision Reference DRN-6105648
27 Jan 2026 Hutchison 3G UK Limited UpheldConsumer CreditDRN-6105648 The complaint Miss M complained about the way Hutchison 3G UK Limited trading as Three (Three) administered fixed sum loan agreements she had with it. Miss M is represented in her complaint. But to keep things simple I have referred to all submissions and actions taken from... (4 pages)View decision -
Decision Reference DRN-5372522
27 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5372522 The complaint Mr and Mrs B have complained Barclays Bank UK PLC won’t refund several payments Mr B says he made and lost to a scam. Mr and Mrs B are represented by a professional representative, however for ease I will just refer to Mr B throughout as it was him that made th... (4 pages)View decision -
Decision Reference DRN-6096900
27 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6096900 The complaint Ms V complains about the way her account with NewDay Ltd trading as Fluid Credit Card (“NewDay”) was handled by them. What happened Ms V held a credit card account with NewDay. Ms V said she had been making the necessary minimum payments required under the acc... (3 pages)View decision -
Decision Reference DRN-5771358
27 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5771358 The complaint Mr M complains that Revolut Ltd is refusing to refund him the amount he lost as the result of a scam. Mr M is being represented by a third party. But to keep things simple, I will refer to Mr M throughout my decision. What happened The background of this compla... (5 pages)View decision -
Decision Reference DRN-5930723
27 Jan 2026 Carmoola Limited Not upheldConsumer CreditDRN-5930723 The complaint Miss M is unhappy that a car supplied to her under a hire purchase agreement with Carmoola Limited was of an unsatisfactory quality. What happened In October 2024, Miss M was supplied with a used car through a hire purchase agreement with Carmoola. The agreeme... (3 pages)View decision -
Decision Reference DRN-5826215
27 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5826215 The complaint Nationwide Building Society (‘Nationwide’) provided Miss D with an overdraft in July 2019 and went on to agree six limit increases between then and May 2023. Miss D says Nationwide shouldn’t have agreed provide the overdraft facility. What happened The overdr... (2 pages)View decision -
Decision Reference DRN-6087135
27 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6087135 The complaint Mr D complains that Monzo Bank Ltd has only partially refunded him the money he lost as the result of a fraud. He thinks Monzo should have done more to protect him and wants all the money he lost refunded. What happened Mr D said he was the victim of a cryptocu... (3 pages)View decision -
Decision Reference DRN-5812650
27 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5812650 The complaint Miss S complained that Revolut Ltd won’t refund money she lost when she was a victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Miss S fell victim to a job scam in May ... (3 pages)View decision