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-5863386
15 Jan 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5863386 The complaint Mr H has complained Vanquis Bank Limited is holding him liable for a debt on a credit card account he never took out. What happened A credit card account with Vanquis was opened on 11 February 2025 in Mr H’s name. In May 2025 Mr H contacted Vanquis as he’d lear... (3 pages)View decision -
Decision Reference DRN-6020483
15 Jan 2026 Evolution Lending Limited UpheldMortgagesDRN-6020483 The complaint Mr and Mrs L complain that Evolution Lending Limited irresponsibly lent them a second charge mortgage (secured loan). What happened Mr and Mrs L took a secured loan with Evolution in January 2020. They borrowed £50,000 plus fees of £5,699 over a term of 15 year... (3 pages)View decision -
Decision Reference DRN-5911841
15 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5911841 The complaint Mrs P complains National Westminster Bank Public Limited Company (“NatWest”) failed to protect her from financial harm when she fell victim to a scam. Mrs P initially had appointed a professional representative who brought this complaint on her behalf, but rece... (4 pages)View decision -
Decision Reference DRN-5920347
15 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5920347 The complaint Mr H is unhappy with National Westminster Bank Public Limited Company’s (NatWest’s) response when he made them aware of his vulnerabilities and with the customer service provided to him. What happened On 12 June 2025, Mr H discussed a separate complaint with Na... (2 pages)View decision -
Decision Reference DRN-5657246
15 Jan 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5657246 The complaint Mr G complains that Barclays Bank UK PLC trading as Tesco Bank provided him with an unaffordable personal loan. What happened In January 2018 Tesco Bank provided Mr G with a loan of £8,500 for the declared purpose of home improvements. The loan had a term of 62... (6 pages)View decision -
Decision Reference DRN-5794920
15 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5794920 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) won’t refund him money, which he says he lost to a scam. In bringing his complaint to this service Mr S is represented, but for ease of reading I will refer to Mr S, throughout this decision. What happened The back... (6 pages)View decision -
Decision Reference DRN-6081954
15 Jan 2026 EE Limited UpheldConsumer CreditDRN-6081954 The complaint Miss G is unhappy that EE Limited restricted her mobile phone without warning and with the service she’s received surrounding this matter. What happened On 16 April 2025, Miss G received a letter from EE which explained that she had £220.92 of unpaid arrears on... (3 pages)View decision -
Decision Reference DRN-5979589
15 Jan 2026 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5979589 The complaint Mr G complains about a car he acquired using a hire purchase agreement with N.I.I.B Group Limited trading as Northridge Finance (“Northridge”). He says the car was faulty when supplied, the dealership failed to carry out agreed repairs and damaged the car furth... (3 pages)View decision -
Decision Reference DRN-5879472
15 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5879472 The complaint Ms R complains about how Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) dealt with a claim she made in relation to a transaction financed using a fixed sum loan agreement. What happened In June 2023, Ms R bought flooring from a compa... (4 pages)View decision -
Decision Reference DRN-6057705
15 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6057705 The complaint Mr S is unhappy that Santander UK Plc (‘Santander’) applied a mark-up when converting two incoming international payments after he was told that they don’t apply one. What happened I issued a provisional decision on this complaint, inviting both parties to let ... (4 pages)View decision