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-5774047
22 Jan 2026 Monument Bank Limited Not upheldBanking and PaymentsDRN-5774047 The complaint Mr N complains that Monument Bank Limited (‘Monument’) won’t refund the money he lost to a scam. What happened The background is known to both parties, so I won’t repeat all the details. In summary, in April 2025, Mr N was contacted on his messaging app by some... (3 pages)View decision -
Decision Reference DRN-5839866
22 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5839866 The complaint Mr and Mrs F complain that The Royal Bank of Scotland Plc (‘RBS’) have refused to reimburse their losses after they fell victim to what they believe to be an investment scam. In bringing this complaint Mr and Mrs F are supported by a professional representativ... (7 pages)View decision -
Decision Reference DRN-6093476
22 Jan 2026 Madison CF UK Limited UpheldConsumer CreditDRN-6093476 The complaint Mr C complains Madison CF UK Limited trading as 118 118 Money (“Madison”) unfairly applied interest and took payments while he was in financial difficulties. What happened The background to this complaint is well known to both parties, so I won’t repeat it at ... (3 pages)View decision -
Decision Reference DRN-6024691
22 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6024691 The complaint Mrs S’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (... (13 pages)View decision -
Decision Reference DRN-6096992
22 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6096992 The complaint Mr G complains that Monzo Bank Ltd (Monzo) has recorded negative information onto his credit file in relation to an overdrawn balance on his account. What happened The background to this complaint and my initial conclusions were set out in my provisional decisi... (5 pages)View decision -
Decision Reference DRN-6087158
22 Jan 2026 Lendable Ltd Not upheldConsumer CreditDRN-6087158 The complaint Mr P complains that Lendable Ltd trading as Autolend wouldn’t allow him to change the car being financed, were unreasonable to change the amount to be paid each month and made it difficult to understand the way in which his account was being managed. He’s also ... (3 pages)View decision -
Decision Reference DRN-6020528
22 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6020528 The complaint Mr M complains that NewDay Ltd (NewDay) irresponsibly raised the credit limit on his credit card. What happened Mr M’s application for a credit card was accepted in November 2021, it was issued with an immediate Instant Spend option at account opening of £500,... (4 pages)View decision -
Decision Reference DRN-6055185
22 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6055185 The complaint Mr L complains Clydesdale Bank PLC trading as Virgin Money (Virgin) failed to carry out thorough enough financial checks, before it approved a credit card account for him and subsequently increased the limit on that account. What happened Mr L says Virgin appro... (3 pages)View decision -
Decision Reference DRN-5957697
22 Jan 2026 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-5957697 The complaint Mr B is unhappy that Zilch Technology Limited (Zilch) declined a transaction he was trying to make and then provided multiple different reasons for doing so. What happened In July 2025 Mr B tried to complete a transaction with a company I’ll refer to as ‘P’, u... (3 pages)View decision -
Decision Reference DRN-6057550
22 Jan 2026 Sky UK Limited Not upheldConsumer CreditDRN-6057550 The complaint Mrs D is unhappy that Sky UK Limited have reported her fixed sum loan agreement as defaulted to the credit reference agencies (CRAs), and she is unhappy with Sky’s engagement with her. What happened In October 2023 Mrs D took out a fixed-sum loan agreement wit... (3 pages)View decision