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-6075032
22 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6075032 The complaint Mr and Mrs R say Shawbrook Bank Limited – (the Lender) unfairly declined their claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). And they say their creditor- debtor relationship with the Lender was unfair to them under section 140A of the CCA. Wh... (11 pages)View decision -
Decision Reference DRN-6090532
22 Jan 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6090532 The complaint Mr A complains that PayPal UK Ltd (PayPal) unfairly limited his account. Mr A is also unhappy that the account is still showing on his records, which has impacted his credit file. What happened Mr A opened an account with PayPal in 2006. In July 2025, PayPal ... (3 pages)View decision -
Decision Reference DRN-5749845
22 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5749845 The complaint R, a limited company, has complained HSBC UK Bank plc did nothing to identify and stop a fraudulent payment being made to one of their customer’s accounts. What happened Mr R is a director of R and represents them in this complaint. I’ll refer to both throughou... (2 pages)View decision -
Decision Reference DRN-5856194
22 Jan 2026 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5856194 The complaint Mr C complains that a car acquired under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (“VWFS”) wasn’t of satisfactory quality when it was supplied to him. What happened Both parties are fami... (4 pages)View decision -
Decision Reference DRN-6087465
22 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6087465 The complaint Mr H’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... (21 pages)View decision -
Decision Reference DRN-5825210
22 Jan 2026 Manx Financial Limited UpheldConsumer CreditDRN-5825210 The complaint Mr K complains that Manx Financial Limited was irresponsible in its lending to him. What happened Mr K was provided with a £7,950 loan by Manx Financial in January 2024. The loan term was 60 months, and Mr K was required to make monthly repayments of £151.85. M... (3 pages)View decision -
Decision Reference DRN-6099240
22 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6099240 The complaint Mr and Mrs D’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)... (5 pages)View decision -
Decision Reference DRN-5980086
22 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5980086 The complaint Miss W has complained Revolut Ltd won’t refund disputed transactions made using her Revolut card and iPhone which she didn’t authorise. What happened In September 2025 Miss W contacted Revolut as she’d been the victim of a violent attack and home invasion. The ... (3 pages)View decision -
Decision Reference DRN-6095587
22 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6095587 The complaint Mr S complains Monzo Bank Ltd recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. What happened I issued my provisional decision on this complaint, setting out what I intended to find and why. I asked the parties to res... (4 pages)View decision -
Decision Reference DRN-5802939
22 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5802939 The complaint Mr and Mrs R’s complaint is, in essence, that First Holiday Finance Ltd (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... (11 pages)View decision