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-5825088
22 Jan 2026 PayrNet Limited UpheldBanking and PaymentsDRN-5825088 The complaint R, a limited company, complains that PayrNet Limited has declined to refund transactions that were made from its account after one of its directors was the victim of a scam. What happened ANNA Money, who R’s account is with, is an agent for PayrNet. For ease, I... (3 pages)View decision -
Decision Reference DRN-5833967
22 Jan 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5833967 The complaint Mr B complains Oakbrook Finance Limited trading as Finio Loans irresponsibly lent to him. What happened Mr B took two loans with Finio Loans as follows: In June 2025, Mr B complained to Finio Loans about its decisions to lend. In July 2025, Finio Loans issu... (7 pages)View decision -
Decision Reference DRN-6058029
22 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6058029 The complaint Mr G complains Monzo Bank Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr G held an account with Monzo. In May 2024, he received some payments from a third- party, through ... (3 pages)View decision -
Decision Reference DRN-5938764
22 Jan 2026 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-5938764 The complaint Mr S is complaining about Moneybarn No.1 Limited (Moneybarn). He says they acted irresponsibly in lending to him as the finance agreement was unaffordable. What happened In December 2019, Mr S entered into a conditional sale agreement with Moneybarn to finance ... (3 pages)View decision -
Decision Reference DRN-6056330
22 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6056330 The complaint Mr I is unhappy with how Lloyds Bank PLC handled a claim he made about a transaction on his credit card. What happened The parties are familiar with the background of this complaint, so I will summarise it here, which reflects my informal remit. Mr I booked a r... (3 pages)View decision -
Decision Reference DRN-6076106
22 Jan 2026 Lenvi Servicing Limited UpheldMortgagesDRN-6076106 The complaint Mr D complains that Lenvi Servicing Limited, the administrator of his help to buy shared equity loan, delayed in issuing a deed of postponement allowing him to re-mortgage. What happened Mr D bought a property with the aid of the help to buy scheme. He took a s... (6 pages)View decision -
Decision Reference DRN-6068000
22 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6068000 The complaint Mr G and Ms M’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-5813927
22 Jan 2026 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-5813927 The complaint A company, which I will refer to as Z, complains that Amazon Payments UK Limited (APUK) unfairly closed its account. What happened APUK told us that it applied restrictions to Z’s account, then ultimately closed the account. It said it had considered the docum... (1 page)View decision -
Decision Reference DRN-5889501
22 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5889501 The complaint Mr F’s 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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the... (7 pages)View decision -
Decision Reference DRN-5971829
22 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5971829 The complaint Mr and Mrs M’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