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
-
Decision Reference DRN-5890819
16 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5890819 The complaint Mr H is unhappy with how Barclays Bank UK PLC trading as Barclaycard (Barclays) handled a claim he made about a transaction on his credit card. What happened The parties are familiar with the background of this complaint, so I will summarise it here, which refl... (5 pages)View decision -
Decision Reference DRN-5810828
16 Jan 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-5810828 The complaint Mr C complains that Nationwide Building Society (‘Nationwide’) hasn’t refunded all the money he lost to a job-task scam. What happened On 1 April 2025, Mr C was contacted by a third party (whom I’ll refer to as ‘R’) about a job opportunity. R told Mr C that by ... (7 pages)View decision -
Decision Reference DRN-5754206
16 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5754206 The complaint Mr and Mrs K are unhappy that The Royal Bank of Scotland Plc (“RBS”) won’t reimburse money they say they lost to a scam. What happened In early February 2025, Mr and Mrs K employed a tradesperson (“Mr R”) to carry out a renovation of their bathroom. As it is M... (4 pages)View decision -
Decision Reference DRN-5892698
16 Jan 2026 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5892698 The complaint Mr A complains that THE CO-OPERATIVE BANK P.L.C. (“Co-op”) has declined to refund the money he lost to an impersonation scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in detail again here. However, in su... (5 pages)View decision -
Decision Reference DRN-5957547
16 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5957547 The complaint Mrs E’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Consumer Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974... (11 pages)View decision -
Decision Reference DRN-5966963
16 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5966963 The complaint Mr F complains Monzo Bank Ltd didn’t do enough to help get a refund for a transaction he made using his debit card. What happened In February 2025, Mr F was locked out of his property, so called a locksmith from a company I’ll refer to as T. Mr F says after ve... (4 pages)View decision -
Decision Reference DRN-5249545
16 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5249545 The complaint Mr H complains that Revolut Ltd won’t refund payments he made as a result of a scam. What happened In 2022, Mr H fell victim to an investment scam, involving a fraudulent broker that I’ll refer to as ‘A’. A initially persuaded him to make payments from his acco... (4 pages)View decision -
Decision Reference DRN-6074509
16 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6074509 The complaint Mrs W’s complaint is, in essence, that Shawbrook Bank Limited 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) (the ‘CCA’) and (2) deciding against payin... (12 pages)View decision -
Decision Reference DRN-5863779
16 Jan 2026 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5863779 The complaint Mr K complains that the car he acquired from Volvo Car Financial Services Limited (“Volvo”) is not of satisfactory quality due to the range it can achieve when travelling via electric power only. What happened Mr K entered into conditional sale agreement in Mar... (3 pages)View decision -
Decision Reference DRN-5863602
16 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5863602 The complaint Miss R has complained about the way Barclays Bank UK PLC dealt with a claim for money back in relation to a purchase she’d made using her debit card. What happened Both parties are familiar with the circumstances of the complaint which I’ll briefly summarise h... (3 pages)View decision