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 179851 results
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Decision Reference DRN-6058217
20 Jan 2026 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-6058217 The complaint Shop Direct Finance Company Limited (“Shop Direct) initially provided Miss D with a store card in December 2012. The credit limits have increased incrementally over the years until it reached £5,150 by April 2023. Miss D says the credit limit increases were pro... (3 pages)View decision -
Decision Reference DRN-5778923
20 Jan 2026 Next Retail Limited Not upheldBanking and PaymentsDRN-5778923 The complaint Miss L has complained that Next Retail Limited, trading as Next Online, were irresponsible in opening a credit account. What happened Next Online provided Miss L with a credit account in December 2021 with a limit of £600. Miss L says this was irresponsible. Sh... (3 pages)View decision -
Decision Reference DRN-5965808
20 Jan 2026 PayPal UK Ltd UpheldBanking and PaymentsDRN-5965808 The complaint Miss R complains PayPal UK Ltd placed a limitation on her account and provided poor service when she tried to resolve the issue. What happened In or around early June 2025 Miss R’s PayPal account was restricted. She noticed a red banner across the top of her ac... (2 pages)View decision -
Decision Reference DRN-6048382
20 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6048382 The complaint Mr B is unhappy AMERICAN EXPRESS SERVICES EUROPE LIMITED (American Express) closed his account without providing a reason and withheld the cashback he’d already earned. What happened The details of the complaint are well known to both parties, so I won’t repea... (2 pages)View decision -
Decision Reference DRN-5912529
20 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5912529 The complaint Mr D complains that Revolut Ltd has declined to reimburse payments made in relation to a scam. What happened In August 2025, Mr D was contacted by a scammer impersonating a hotel he had a booking with. As part of this he was tricked into approving two payments ... (3 pages)View decision -
Decision Reference DRN-6091027
20 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6091027 The complaint Mr R complains that Santander UK Plc (‘Santander’) won’t refund the money he lost after falling victim to a scam. What happened In 2022, Mr R noticed adverts about cryptocurrency investments. Looking online, he found an advert for a company I’ll refer to as V.... (7 pages)View decision -
Decision Reference DRN-6089151
20 Jan 2026 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-6089151 The complaint Mr B complains that a car acquired under a hire purchase agreement with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBF”) wasn’t of satisfactory quality when it was supplied to him. What happened Both parties are familiar wit... (4 pages)View decision -
Decision Reference DRN-6088940
20 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6088940 The complaint Mr C’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 Credit... (9 pages)View decision -
Decision Reference DRN-6090736
20 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6090736 The complaint Mr K’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-6090779
20 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6090779 The complaint Mr B’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance 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) (t... (13 pages)View decision