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-5996953
26 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5996953 The complaint and background Miss M complains Revolut Ltd won’t reimburse money she lost when she fell victim to a scam. Miss M made the following payments to the scammer via a genuine crypto exchange provider in her own name, to what she was led to believe was an employmen... (2 pages)View decision -
Decision Reference DRN-5920649
26 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5920649 The complaint Mr G’s complaint is, in essence, that [Full Business Name] (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) deciding ... (3 pages)View decision -
Decision Reference DRN-5983274
26 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5983274 The complaint Miss B is unhappy that American Express Services Europe Limited (‘Amex’) terminated three credit card accounts she had with them. What happened The complaint circumstances are well known to both parties, so I don’t intend to list this chronologically and in de... (4 pages)View decision -
Decision Reference DRN-6100260
26 Jan 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6100260 The complaint This complaint is about a mortgage Mr K holds with Bank of Scotland plc trading as Halifax. There were, at the outset, several strands to Mr K’s complaint, relating to how Halifax handled a transfer to a new interest rate product in 2024. By the time Mr K cont... (2 pages)View decision -
Decision Reference DRN-6105540
26 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6105540 The complaint Mr P and Mrs R’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 (... (10 pages)View decision -
Decision Reference DRN-6054696
26 Jan 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6054696 The complaint Mr P complains that American Express Services Europe Limited (AMEX) unfairly closed his account. What happened Mr P had a credit card account with AMEX. He complained that his account was closed without proper notice. He said AMEX explained this was because he ... (3 pages)View decision -
Decision Reference DRN-5955328
26 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5955328 The complaint Mr and Mrs P’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding again... (14 pages)View decision -
Decision Reference DRN-5892119
26 Jan 2026 Monzo Bank Ltd Not upheldConsumer CreditDRN-5892119 The complaint Miss B complains that Monzo Bank Ltd (Monzo) acted unfairly in agreeing to lend to her as they didn’t sufficiently check she could sustain the repayments. What happened Around February 2023 Miss B entered into a Fixed Sum loan agreement with Monzo for £7,500. A... (4 pages)View decision -
Decision Reference DRN-5960953
26 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5960953 The complaint Mr B and Miss S are complaining that Bank of Scotland plc trading as Halifax with an overdraft which became unaffordable from January 2024 onwards. What happened Mr B and Miss S have held an overdraft with Halifax since June 2019. Halifax increased the limit s... (3 pages)View decision -
Decision Reference DRN-5923301
26 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5923301 The complaint Mr S is unhappy Monzo Bank Ltd will not refund all the money he lost to an authorised push payment (APP) scam. What happened As both parties are familiar with the details of the scam, I will not repeat them here in full. In summary, Mr S fell victim to a job/ta... (3 pages)View decision