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-6063761
13 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6063761 The complaint Mrs E complains that HSBC UK Bank Plc will not reimburse her with money she lost to a scam. What happened On 4 December 2025 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any further evidence and arguments... (12 pages)View decision -
Decision Reference DRN-5862864
13 Jan 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5862864 The complaint Mr J is unhappy that Wise Payments Limited (Wise) won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr J sadly fell victim to an impersonation s... (3 pages)View decision -
Decision Reference DRN-6074036
13 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6074036 The complaint Mr W’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... (12 pages)View decision -
Decision Reference DRN-6073145
13 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6073145 The complaint Mr F complains TSB Bank plc has acted unfairly in relation to an account and overdraft he held with it. What happened Mr F held a current account and overdraft with TSB. In 2016 TSB closed his account and passed the outstanding overdraft debt to its recoveries... (7 pages)View decision -
Decision Reference DRN-5009834
13 Jan 2026 First Holiday Finance Limited Not upheldConsumer CreditDRN-5009834 The complaint Mr and Mrs B’s complaint is, in essence, that First Holiday Finance 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’) ... (11 pages)View decision -
Decision Reference DRN-5698007
13 Jan 2026 Quidie Limited Not upheldConsumer CreditDRN-5698007 The complaint Miss J complains that Quidie Limited trading as Fernovo (“Quidie”) provided her with a loan without carrying out sufficient affordability checks. Had better checks been made Quidie wouldn’t have lent to her. What happened Quidie advanced one loan of £300 to Mi... (3 pages)View decision -
Decision Reference DRN-6042852
13 Jan 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6042852 The complaint Mr O’s complaint is, in essence, that Tandem Bank Limited (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 (as amended) (the ‘CCA’) and (2) deciding ag... (12 pages)View decision -
Decision Reference DRN-5698004
13 Jan 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5698004 The complaint Mr W complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with a loan that he couldn’t afford to repay. What happened In March 2024, MoneyBoat advanced one loan of £500. This was to be repaid in five monthly ins... (3 pages)View decision -
Decision Reference DRN-6056440
13 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6056440 The complaint Mr O complains that Nationwide Building Society has declined to reimburse a payment that he says he didn’t authorise. He’s also unhappy with the way Nationwide handled his Visa chargeback claim. What happened The circumstances of this complaint are well known ... (3 pages)View decision -
Decision Reference DRN-5942116
13 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5942116 The complaint Mr and Mrs A’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)... (9 pages)View decision