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-6068375
21 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6068375 The complaint Miss P complains that Barclays Bank UK PLC, is refusing to refund all the money she lost as the result of a scam. What happened The background of this complaint is well known to both parties, so I won’t repeat what happened in detail. In summary, Miss P says sh... (6 pages)View decision -
Decision Reference DRN-6095632
21 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6095632 The Complaint Mr M and Mrs P’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 (... (10 pages)View decision -
Decision Reference DRN-5947799
21 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5947799 The complaint Mr and Mrs S complain that, in essence, 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) decid... (16 pages)View decision -
Decision Reference DRN-5841626
21 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5841626 The complaint Mr S has complained about how Revolut Ltd (Revolut) handled refund claims he made. What happened The details of this complaint have been set out previously and aren’t in dispute, so I won’t repeat them again here. Instead I’ll focus on giving the reasons for my... (3 pages)View decision -
Decision Reference DRN-5786182
21 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5786182 The complaint Miss O complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. Miss O is being represented by a third party. To keep things simple, I will refer to Miss O throughout my decision. What happened The background ... (4 pages)View decision -
Decision Reference DRN-6096019
21 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6096019 The complaint Mr P complains that National Westminster Bank Plc did not properly apply interest to his fixed rate Individual Savings Account (ISA). What happened In April 2023 Mr P opened a 2-year fixed rate ISA with NatWest. The account would pay interest at 4.3% a year, fr... (2 pages)View decision -
Decision Reference DRN-6083663
21 Jan 2026 Currensea Limited Not upheldBanking and PaymentsDRN-6083663 The complaint Mr D complains that Currensea Limited trading as buildmycreditscore.com unfairly recorded adverse information against his credit file in connection with a debit card. What happened Mr D held a debit card with Currensea. The card is marketed by Currensea as bei... (3 pages)View decision -
Decision Reference DRN-5876899
21 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5876899 The complaint Mrs P is unhappy with Barclays Bank UK Plc. Mrs P said Barclays failed to appropriately intervene when her gambling activity escalated in May 2025. Mrs P was also unhappy about the service provided. What happened Mrs P said Barclays admitted it had breached t... (4 pages)View decision -
Decision Reference DRN-5887521
21 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5887521 The complaint Mrs F is complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs F fell victim to a cruel investment scam after she was contacted by someone promoting a fake cryptocurrency investment scheme. ... (3 pages)View decision -
Decision Reference DRN-6095179
21 Jan 2026 Preferred Mortgages Limited Not upheldMortgagesDRN-6095179 The complaint Mr and Mrs B have complained about an interest only mortgage they hold with Preferred Mortgages Limited. They’ve said the mortgage was mis-sold to them, and they’ve asked to move to repayment over the years but Preferred hasn’t let them. What happened Mr and Mr... (7 pages)View decision