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-5848196
16 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5848196 The complaint Mr C complains that Revolut Ltd did not reimburse the funds he lost to a scam. What happened Mr C fell victim to a scam after he met an individual who said they needed help recovering an inheritance. Following this, a recovery company reached out to him and tol... (3 pages)View decision -
Decision Reference DRN-5951986
16 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5951986 The complaint Ms G has complained about the way Monzo Bank Ltd (‘Monzo’) dealt with her claim for money back in relation to a purchase she made using her debit card. What happened Ms G purchased a camera stand for £114, using her Monzo debit card, from a business I’ll call ... (4 pages)View decision -
Decision Reference DRN-6028626
16 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6028626 The complaint Mr C complains about The Royal Bank of Scotland Plc (’RBS’). He says that he has been the victim of a scam and would like RBS to refund him the money he has lost as a result. What happened Having retired, Mr C was looking to make a small investment when he ca... (3 pages)View decision -
Decision Reference DRN-6083691
16 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6083691 The complaint Mr P’s complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Cred... (12 pages)View decision -
Decision Reference DRN-5982798
16 Jan 2026 Scott Consumer Finance Ltd Not upheldConsumer CreditDRN-5982798 The complaint Mr A complains about the way Scott Consumer Finance Ltd (‘SC’) handled his claim under section 75 of the Consumer Credit Act 1974. What happened Both parties to this complaint are aware of the background so I’ll focus my decision on my findings which I’ve set o... (2 pages)View decision -
Decision Reference DRN-6065058
16 Jan 2026 Sky UK Limited UpheldConsumer CreditDRN-6065058 The complaint Mr E complains Sky UK Limited unfairly defaulted his credit agreement. What happened In December 2022, Mr E entered a fixed sum loan agreement with Sky to acquire a tablet, which was to be repaid over 36 months. In March 2023, the monthly direct debit was ret... (3 pages)View decision -
Decision Reference DRN-5606657
16 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5606657 The complaint Miss S complains that HSBC UK Bank Plc did not reimburse the funds she says she lost to a scam. What happened Miss S met an individual I will refer to as ‘X’ on a dating app in 2020. They began talking via a messaging service in March 2021 and aside from a gap ... (2 pages)View decision -
Decision Reference DRN-6083302
16 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6083302 The Complaint Mr and Mrs E’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 (2)... (13 pages)View decision -
Decision Reference DRN-5959189
16 Jan 2026 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5959189 The complaint Miss C complains that the car she acquired through Volkswagen Financial Services (UK) Limited, trading as Volkswagen Financial Services (“VFS”) wasn’t of satisfactory quality. She wants a replacement car and some compensation for the inconvenience and worry she... (4 pages)View decision -
Decision Reference DRN-5606608
16 Jan 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-5606608 The complaint Miss S complains that Metro Bank PLC did not reimburse the funds she says she lost to a scam. What happened Miss S met an individual I will refer to as ‘X’ on a dating app in 2020. They began talking via a messaging service in March 2021 and aside from a gap i... (2 pages)View decision