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
-
Decision Reference DRN-6099693
22 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6099693 The complaint Mr B and Miss W’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 ... (18 pages)View decision -
Decision Reference DRN-6099704
22 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6099704 The complaint Mr D’s and Mrs K’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 ... (12 pages)View decision -
Decision Reference DRN-5982056
22 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5982056 The complaint Mr and Mrs S’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)... (20 pages)View decision -
Decision Reference DRN-5966254
22 Jan 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5966254 The complaint Mr M complained that Bank of Scotland plc trading as Halifax should pay him more compensation after it provided a poor service when his debit card was blocked while he was trying to make an urgent purchase. What happened On 7 August 2025, Halifax’s automated fr... (3 pages)View decision -
Decision Reference DRN-5882349
22 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5882349 The complaint Mr B is unhappy with HSBC Bank UK Plc. Mr B tried to open an account as a new customer with HSBC. Mr B said he spent hours every day for three days trying to get the account set up completed. What happened Mr B said attempts to set up the account on the app k... (3 pages)View decision -
Decision Reference DRN-6014637
22 Jan 2026 Oodle Financial Services Limited Not upheldConsumer CreditDRN-6014637 The complaint Ms M complains about how she was treated when dealing with difficulties making payments on her car finance agreement with Oodle Financial Services Limited (“Oodle”). What happened Ms M entered into a hire purchase agreement with Oodle in May 2022 for a used car... (4 pages)View decision -
Decision Reference DRN-5941317
22 Jan 2026 FORISGFS UK LIMITED Not upheldBanking and PaymentsDRN-5941317 The complaint Mr A complains FORISGFS UK LIMITED trading as Crypto.com unfairly blocked his visa debit card. What happened Mr A held a Crypto.com app account. With this account Mr A was provided with a Crypto.com visa card. This operates as a prepaid card, which can be topp... (2 pages)View decision -
Decision Reference DRN-6043183
22 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6043183 The complaint Mr B and Ms C are unhappy that Santander UK PLC won’t reimburse them when they reported being the victims of a scam. What happened Mr B worked for a company I shall call ‘D’. D had invested with a local Forex trader (who I shall call ‘Mr N’) and had received l... (5 pages)View decision -
Decision Reference DRN-6023375
22 Jan 2026 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-6023375 The complaint Mr H complains Brent Shrine Credit Union Limited trading as My Community Bank (MCB) failed to carry out appropriate affordability checks before approving him for credit. What happened In May 2020, Mr H took out a fixed sum loan with MCB. He borrowed £6,500, and... (4 pages)View decision -
Decision Reference DRN-5064400
22 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5064400 The complaint Mrs and Mr G’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)... (12 pages)View decision