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-6090720
20 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6090720 The complaint Mr M’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 an unfair credit relationship with him under Section 140A of the Consumer Credit Act 197... (7 pages)View decision -
Decision Reference DRN-5934150
20 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5934150 The complaint Mr H has complained that NewDay Ltd, trading as Fluid, were irresponsible when increasing the credit limit on a credit card they supplied to him What happened Fluid provided Mr H with a credit card in November 2021 with a limit of £450. This limit was increased... (3 pages)View decision -
Decision Reference DRN-5831610
20 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5831610 The complaint Miss I complains that Bank of Scotland plc – trading as Halifax – hasn’t refunded the money she says she lost to two authorised push payment (‘APP’) romance scams. Miss I referred her complaint to this service with the help of a professional representative. Ho... (4 pages)View decision -
Decision Reference DRN-6026110
20 Jan 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-6026110 The complaint Mrs B complains Zopa Bank Limited (Zopa) failed to carry out thorough enough financial checks before it approved a credit card account and a subsequent credit limit increase for her. What happened Mrs B says Zopa approved a credit card account for her in Octobe... (3 pages)View decision -
Decision Reference DRN-5779269
20 Jan 2026 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5779269 The complaint Mr B complains that Kroo Bank Ltd won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both par... (2 pages)View decision -
Decision Reference DRN-6052773
20 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6052773 The complaint Mr S complains that MONEYBARN NO.1 LIMITED trading as Moneybarn didn’t provide adequate support when he was recalled to prison. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some... (3 pages)View decision -
Decision Reference DRN-5924526
20 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5924526 The complaint Mrs V complains that Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both par... (2 pages)View decision -
Decision Reference DRN-5762608
20 Jan 2026 PDL Finance Limited Not upheldConsumer CreditDRN-5762608 The complaint Miss J complains that PDL Finance Limited trading as Mr Lender approved a loan for her she could not afford to repay. What happened Miss J took one loan from Mr Lender in April 2025. The repayments varied over six months, the highest amount being just under £75... (2 pages)View decision -
Decision Reference DRN-4763898
20 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4763898 The complaint Mrs V and Mr V’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 (... (11 pages)View decision -
Decision Reference DRN-5818040
20 Jan 2026 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-5818040 The complaint Mrs W complains Shawbrook Bank Limited made an error when she was attempting to transfer her ISA to another provider. She wants compensation for loss of interest and for distress and inconvenience. What happened Mrs W had an ISA with Shawbrook Bank which she wa... (2 pages)View decision