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 185689 results
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Decision Reference DRN-6029367
24 Apr 2026 Ikano Bank AB (publ) UpheldConsumer CreditDRN-6029367 The complaint Mr G complains about the outcome of a claim he made under section 75 of the Consumer Credit Act 1974 to Ikano Bank AB (publ) (“Ikano”). What happened In September 2020, Mr G entered a contract with a company I’ll call ‘C’ for spray foam insulation to be install... (5 pages)View decision -
Decision Reference DRN-6047845
24 Apr 2026 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-6047845 The complaint Mr C complains about the quality of a vehicle he acquired through a hire purchase agreement financed by Mercedes-Benz Financial Services UK Limited (MBFS), the service he received under a service plan agreement for the vehicle, that a tyre warranty agreement fi... (4 pages)View decision -
Decision Reference DRN-5999255
24 Apr 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5999255 The complaint Mr C has complained that American Express Services Europe Limited “AmEx” declined his claim for money back in relation to a publishing package he paid for using his AmEx credit card. I understand Mr C is being assisted by his son but as Mr C remains the compla... (4 pages)View decision -
Decision Reference DRN-6165644
24 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6165644 The complaint Mr B is unhappy that HSBC UK Bank Plc (HSBC) won’t reimburse money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything here. In summary, Mr B has advised he made a payment of £2,500 to a c... (3 pages)View decision -
Decision Reference DRN-6316356
24 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6316356 The complaint Mr S complains that Nationwide Building Society (‘Nationwide’) acted irresponsibly in the way it provided him with a flex account overdraft facility in October 2021 and then went on to increase the overdraft limit twice in September 2023. What happened The ini... (2 pages)View decision -
Decision Reference DRN-6105702
24 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6105702 The complaint Miss C complains that Lloyds Bank PLC lent to her irresponsibly. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat everything in detail here. Instead, I’ll provide a summary. In December 2018, Miss C applied for an o... (6 pages)View decision -
Decision Reference DRN-6045028
24 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6045028 The complaint Ms E complains that Lloyds Bank PLC failed to protect her from gambling harm despite clear indications of gambling addiction on her account. Ms E also complains that Lloyds failed to act on her requests to block specific gambling-related transactions and mercha... (4 pages)View decision -
Decision Reference DRN-6108966
24 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6108966 The complaint Mr P complains that MONZO BANK LIMITED (“Monzo”) won’t refund money he lost to a scam. What happened In December 2023 and January 2024, Mr P made three payments totalling £2,550 from his newly opened Monzo account in connection with what he believed was an inv... (3 pages)View decision -
Decision Reference DRN-6301465
24 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6301465 The complaint Mr D’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance 1 (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 197... (12 pages)View decision -
Decision Reference DRN-6117239
24 Apr 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6117239 The complaint Mr K is complaining that Santander UK Plc hasn’t credited his account with a cash sum that he deposited in an Automated Teller Machine (ATM). What happened On 4 September 2025 Mr K visited Santander’s ATM to deposit some cash. He says he was attempting to depos... (2 pages)View decision