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-5785098
16 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5785098 The complaint Miss J complains that NewDay Ltd was irresponsible in its lending to her. What happened Miss J was provided with four credit accounts by NewDay the details of which are set out below. BIP account Date Event Amount April 2022 Account opening £450 Aqua account D... (6 pages)View decision -
Decision Reference DRN-6019454
16 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6019454 The complaint Mr C complains that Santander UK Plc lent to him irresponsibly. What happened Mr C has an overdraft with Santander, he says the account was opened in 2007. However, given the passage of time, Santander only have records of an overdraft of £1,000 going back to ... (5 pages)View decision -
Decision Reference DRN-5669604
16 Jan 2026 Think Money Limited UpheldBanking and PaymentsDRN-5669604 The complaint Mr B is complaining that Think Money Limited hasn’t agreed to refund payments he says he didn’t make. What happened On 16 February 2024 Mr B received two calls from someone (who I’ll call the scammer) who said they were from Think Money. Over the course of the ... (4 pages)View decision -
Decision Reference DRN-5984285
16 Jan 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5984285 The complaint Mr K complains that J.P. Morgan Europe Limited, trading as Chase, won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In March 2025, Mr K saw a car he was interested in buying advertised online. He contacted the sel... (3 pages)View decision -
Decision Reference DRN-5621700
16 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5621700 The complaint Mr B complains that Bank of Scotland plc, trading as Halifax, won’t refund the money he lost when he was the victim of what he feels were scams. What happened Between June and November 2024, Mr B made a number of payments from his Halifax account to several di... (4 pages)View decision -
Decision Reference DRN-6077457
16 Jan 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-6077457 The complaint Mrs M complains that Barclays Bank UK PLC lent to her irresponsibly. What happened On 7 November 2019, Mrs M applied for – and was given – a loan from Barclays on the following terms: Date Amount Term Monthly repayment 7 November 2019 £10,600 60 months £208.29... (5 pages)View decision -
Decision Reference DRN-5960665
16 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5960665 The complaint Mr S complains that Barclays Bank UK PLC won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In early 2024, Mr S was looking to get some repair work done on his car. He found a garage advertised online and, after ch... (3 pages)View decision -
Decision Reference DRN-5998208
15 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5998208 The complaint Mr M’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 him under section 140A of the Consumer Credit Act 1974 ... (12 pages)View decision -
Decision Reference DRN-5980839
15 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5980839 The complaint Mr A’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 them under section 140A of the Consumer Credit Act 197... (13 pages)View decision -
Decision Reference DRN-6028737
15 Jan 2026 Allium Money Limited Not upheldConsumer CreditDRN-6028737 The complaint This is a complaint brought on behalf of the estate of the late Mr M. The complaint is that Allium Money Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and participated in an unfair credit relati... (15 pages)View decision