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-6025973
26 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6025973 The complaint Mr Y complains that Revolut Ltd didn’t do enough to prevent him from losing money to what he says was a scam. Mr Y has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr Y himself where I also mean his represen... (3 pages)View decision -
Decision Reference DRN-5947501
26 Jan 2026 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-5947501 The complaint Mr P complains that he was misled into taking out a hire purchase agreement with Tandem Motor Finance Limited (“Tandem”). What happened In May 2025, Mr P acquired a used car using a hire purchase agreement with Tandem. The cash price of the car recorded on the... (3 pages)View decision -
Decision Reference DRN-5922505
26 Jan 2026 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5922505 The complaint Miss C has complained that a car she acquired on finance from Santander Consumer (UK) Plc wasn’t of satisfactory quality. What happened In August 2024, Miss C entered into a finance agreement with Santander for a new car. However, she’s explained she first had ... (2 pages)View decision -
Decision Reference DRN-5757021
26 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5757021 The complaint The estate of Mrs N complains that Barclays Bank UK PLC are holding the estate liable for transactions which they say weren’t authorised. What happened The complaint is brought on behalf of the estate of Mrs N. On 16 September 2016, Mr D met with Mr H, a repr... (5 pages)View decision -
Decision Reference DRN-5841033
26 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5841033 The complaint Mr W is unhappy with the service he received from Santander UK Plc when trying to use their Interactive Voice Response (“IVR”) telephony system or their online chatbot. What happened Mr W needed his full Santander credit card number but didn’t have access to th... (2 pages)View decision -
Decision Reference DRN-5876553
26 Jan 2026 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5876553 The complaint Mrs H complains that Yorkshire Building Society (YBS) changed her Individual Savings Account (ISA) into a savings account without her permission and she lost interest. What happened In this complaint Mrs H is represented by her husband, Mr H. However, for ease... (3 pages)View decision -
Decision Reference DRN-6046885
26 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6046885 The complaint Mr A has complained Revolut Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr A had opened an account with Revolut in September 2023. He discovered in 2025 that as well as closing his account, Revolut had lod... (3 pages)View decision -
Decision Reference DRN-6104891
26 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6104891 The complaint Mrs M complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ... (11 pages)View decision -
Decision Reference DRN-5857045
26 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5857045 The complaint Mr K and Mr R’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 agai... (14 pages)View decision -
Decision Reference DRN-5975004
26 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5975004 The complaint Mr P complains Revolut Ltd didn’t do enough to assist him with compulsive gambling. What happened Mr P explained between January 2024 and September 2025, he spent approximately £17,500 on compulsive gambling through his Revolut account. Mr P said he didn’t ask ... (3 pages)View decision