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-6003810
26 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6003810 The complaint Mrs H has complained that Bank of Scotland plc trading as Halifax closed her account without notice, and unfairly registered a default on her credit file. What happened Halifax wrote to Mrs H on 28 January, 1 March, 11 March, 20 March, 28 March and 25 April 202... (2 pages)View decision -
Decision Reference DRN-6030521
26 Jan 2026 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-6030521 The complaint Mr S’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... (22 pages)View decision -
Decision Reference DRN-6072842
26 Jan 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6072842 The complaint Mrs S complains that the car she acquired through BMW FINANCIAL SERVICES (GB) LIMITED, trading as ALPHERA Financial Services (“BMW”) wasn’t of satisfactory quality. She wants BMW to pay for repairs or to accept rejection of the car. What happened Mrs S entered ... (3 pages)View decision -
Decision Reference DRN-6105343
26 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6105343 The complaint Mr and Mrs L’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... (11 pages)View decision -
Decision Reference DRN-5868003
26 Jan 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5868003 The complaint Miss M has complained that Bank of Scotland plc trading as Halifax unfairly removed her overdraft facility. What happened Miss M has a Halifax account, which for a long time had a £1,000 overdraft facility. But on 1 November 2024, it contacted her to say that n... (2 pages)View decision -
Decision Reference DRN-5885776
26 Jan 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5885776 The complaint Mr P complains that PayPal UK Ltd (trading as PayPal) did not reduce his balance when he received a refund. What happened Mr P says he received a refund of £168 on 1 April 2025. He says this didn’t reduce his credit balance with PayPal and, instead, remained s... (3 pages)View decision -
Decision Reference DRN-6104285
26 Jan 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6104285 The complaint Mr C complains that the car he acquired financed through a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“VFS”) wasn’t of satisfactory quality. He also complains about actions taken by VFS at the end... (4 pages)View decision -
Decision Reference DRN-6048448
26 Jan 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-6048448 The complaint Miss B complains that Starling Bank Limited declined her application to upgrade her account. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. Instead, I’ll focus on setting out some of the ... (2 pages)View decision -
Decision Reference DRN-6106515
26 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6106515 The complaint Mr T complains that HSBC UK Bank Plc won’t refund the money he lost as a result of an investment scam. Mr T is represented in this complaint but I’ll refer to him as it’s his complaint. What happened There is limited information on what happened here as the ev... (7 pages)View decision -
Decision Reference DRN-5708460
26 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5708460 The complaint Mr M complains that Revolut Ltd is holding him liable for a transaction from his account which he says he didn’t authorise. What happened Mr M says that on 14 January 2025, he processed a transfer of €250 from his Revolut account to what he believed was his ow... (2 pages)View decision