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-5962678
26 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5962678 The complaint Mr 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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (14 pages)View decision -
Decision Reference DRN-5814029
26 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5814029 The complaint Mr W has complained that Revolut didn’t help him recover his funds and refused to process chargebacks when he was a victim of a scam. What happened Mr W has a bank account with Revolut. He contacted Revolut about gambling transactions he had made between Novemb... (4 pages)View decision -
Decision Reference DRN-6002753
26 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6002753 The complaint Mrs P complains that Nationwide Building Society (‘Nationwide’) mishandled her accounts and didn’t send her old credit card statements when requested. Mrs P wants an explanation for what happened and remedial action. She wants compensating for her distress and... (4 pages)View decision -
Decision Reference DRN-5778410
26 Jan 2026 Inclusive Finance Limited Not upheldConsumer CreditDRN-5778410 The complaint Mr H complained about the way Inclusive Finance Limited trading as Creditspring (Creditspring) administered a fixed sum loan agreement. What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything again in detai... (3 pages)View decision -
Decision Reference DRN-5991867
26 Jan 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5991867 The complaint Mr S complains that PayPal UK Ltd irresponsibly provided him with a line of credit and a subsequent credit limit increase he couldn’t afford. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The fac... (3 pages)View decision -
Decision Reference DRN-6042826
26 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6042826 The complaint Mr M complains that Bank of Scotland plc, trading as Halifax, won’t refund money he lost when he 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. Mr M fell victi... (3 pages)View decision -
Decision Reference DRN-6031655
26 Jan 2026 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-6031655 The complaint Miss B complains that The Co-operative Bank P.L.C. incorrectly applied interest charges to her accounts and reported this, causing her to be incorrectly taxed. What happened Miss B held accounts with a building society that is part of the Co-op group, and thes... (3 pages)View decision -
Decision Reference DRN-6054820
26 Jan 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6054820 The complaint Mr K complains about the quality of a car he acquired under a personal contract purchase agreement with CA AUTO FINANCE UK LTD (CA Auto). When I refer to what Mr K and CA Auto said or did, it should also be taken to include things said or done on their behalf.... (5 pages)View decision -
Decision Reference DRN-5823019
26 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5823019 The complaint Mr and Mrs T’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)... (13 pages)View decision -
Decision Reference DRN-5913212
26 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5913212 The complaint Miss M is complaining that Revolut Ltd hasn’t refunded payments that were made as the result of a scam. What happened The circumstances of the complaint aren’t in dispute, so I’ll only summarise them here. In August 2025 Miss M fell victim to a sophisticated im... (3 pages)View decision