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-5904131
21 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5904131 The complaint Mr O and Mrs O complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money they say was lost as the result of a scam. What happened In 2023, Mr O and Mrs O were introduced to an investment by a company I’ll refer to as M. ... (3 pages)View decision -
Decision Reference DRN-6062900
21 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6062900 The complaint Mr M complains that Bank of Scotland plc (BoS) failed to pursue his chargeback request and delayed responding to his complaint. What happened Mr M used his brother’s gambling account and placed funds from his BoS account into it. He had a win which was due to p... (2 pages)View decision -
Decision Reference DRN-5756518
21 Jan 2026 Valour Finance Limited Not upheldConsumer CreditDRN-5756518 The complaint Miss K complains that Valour Finance Limited trading as Savvy.co.uk (“Valour”) gave her a loan without carrying out sufficient affordability checks. What happened Miss K was granted one instalment loan of £900 in March 2024, and she was due to make 10 monthly ... (3 pages)View decision -
Decision Reference DRN-4437248
21 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4437248 The complaint Mr C complains that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance 1 (‘Novuna’) is liable to pay him compensation under the Consumer Credit Act 1974 (as amended) (the ‘CCA’) following a complaint made about a timeshare bought using credit it p... (5 pages)View decision -
Decision Reference DRN-6050844
21 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6050844 The complaint Mr C complains that Revolut Ltd failed to properly pursue a chargeback. What happened In August 2025 Mr C paid for and downloaded a piece of software. It cost $185.40. He asked a number of questions of the merchant before doing so and sought several assurances.... (2 pages)View decision -
Decision Reference DRN-6093691
21 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6093691 The complaint Mrs P complained about the way Revolut Ltd (“Revolut”) handled her request for money back in relation to goods bought with her debit card. What happened Mrs P ordered several items from a retailer (“the merchant”) costing £110.30 using her Revolut debit card in... (4 pages)View decision -
Decision Reference DRN-5946507
21 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5946507 The complaint Mr and Mrs A complain that Santander UK Plc won’t reimburse them after they made payments for home renovations that they now consider to have been a scam. Mr and Mrs A are professionally represented in bringing their complaint, but for ease of reading I’ll refe... (3 pages)View decision -
Decision Reference DRN-5811302
21 Jan 2026 PDL Finance Limited Not upheldConsumer CreditDRN-5811302 The complaint Mr M complains that PDL Finance Limited trading as Mr Lender (“Mr Lender”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr M’s borrowing can be found below. loan number loan amount loan date repayment date nu... (4 pages)View decision -
Decision Reference DRN-6052844
21 Jan 2026 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-6052844 The complaint Mr S complained about the way Creation Consumer Finance Ltd (Creation) dealt with a claim for a sofa he bought using a fixed sum loan agreement. What happened The parties are familiar with the background of this complaint, so I will summarise it briefly here. ... (3 pages)View decision -
Decision Reference DRN-6061836
21 Jan 2026 Motability Operations Limited Not upheldConsumer CreditDRN-6061836 The complaint Mr S complains about Motability Operations Limited (‘MO’). Mr S says following an accident it didn’t provide, or arrange for, reasonable assistance for him. And when the vehicle he had needed replacing, MO ended the support it was providing to him, terminated t... (3 pages)View decision