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-5939732
22 Jan 2026 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5939732 The complaint Miss H complains that the car she acquired through Santander Consumer (UK) Plc, trading as Santander Consumer Contract Hire (“Santander”) wasn’t of satisfactory quality. The fault with the car has been resolved, but she’s unhappy with the way Santander settled ... (4 pages)View decision -
Decision Reference DRN-6089226
22 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6089226 The complaint Mr V is unhappy that a car supplied to him under a conditional sale agreement with Moneybarn No.1 Limited was of an unsatisfactory quality. What happened On 22 April 2025, Mr V was supplied with a used car through a conditional sale agreement with Moneybarn. T... (4 pages)View decision -
Decision Reference DRN-5950370
22 Jan 2026 First Holiday Finance Ltd UpheldConsumer CreditDRN-5950370 The complaint Mr and Mrs A’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 ... (15 pages)View decision -
Decision Reference DRN-6015397
22 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6015397 The complaint Miss A complains that TSB Bank plc has unfairly defaulted her overdraft account she had with it. What happened Miss A had an overdraft account with TSB. The account closed and she said she was unaware that there was an outstanding balance left to pay. Because ... (3 pages)View decision -
Decision Reference DRN-5941013
22 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5941013 The complaint Mr C’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with him under Section 140A of the Consumer Credit Act 1974 (a... (14 pages)View decision -
Decision Reference DRN-5775714
22 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5775714 The complaint Mrs D complains HSBC UK Bank Plc won’t re-instate a current account of hers that was incorrectly closed or open a new current account for her. What happened Mrs D has been a customer of HSBC since she was a child. She’s lived abroad for many years too and is cu... (2 pages)View decision -
Decision Reference DRN-5813140
22 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5813140 The complaint Miss O complains that Revolut Ltd won’t refund money she lost to 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. In June 2025 Miss O fell victim to a purchase scam. She made tw... (2 pages)View decision -
Decision Reference DRN-5171407
22 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5171407 The complaint T, a limited company, complains that Monzo Bank Ltd has declined to refund disputed transactions that were made from its account. What happened T is represented by one of its directors, Mrs N, who I will refer to throughout this decision. On 19 August 2024 Mrs ... (3 pages)View decision -
Decision Reference DRN-6091789
22 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6091789 The complaint A company I’ll call P complains that Revolut Limited (Revolut) blocked its account, then applied a reserve meaning 35% of each transaction into R’s account would be held for 60 days before release. P is represented by its director, Mr L. What happened On 28 Fe... (2 pages)View decision -
Decision Reference DRN-6052637
22 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6052637 The complaint Mr B complains on behalf of limited company “X”. He complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AESEL”) has impacted his credit score and reduced the spending capacity on X’s charge card. Mr B says that a payment wasn’t made by the payment due da... (3 pages)View decision