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-5585171
19 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5585171 The complaint Mr Y complains that Santander UK Plc (‘Santander’) hasn’t reimbursed his full loss after he fell victim to a scam. What happened Mr Y says that he came across an investment opportunity with a company I’ll call K on social media. He understood the investment inv... (4 pages)View decision -
Decision Reference DRN-5842146
19 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5842146 The complaint Mr F is unhappy Nationwide Building Society (Nationwide) issued him with a warning that it would close his accounts if his behaviour didn’t change. This complaint stems from another issue Mr F was dealing with in relation to his home insurance. This decision d... (3 pages)View decision -
Decision Reference DRN-5730940
19 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5730940 The complaint Mr O’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (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) de... (13 pages)View decision -
Decision Reference DRN-6053868
19 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6053868 The complaint T, a company, complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) has unfairly refused to refund it money it says it lost in an investment scam. T is being represented by Mr W, its sole director and shareholder, and also by a professional repres... (4 pages)View decision -
Decision Reference DRN-6062272
19 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6062272 The complaint Mr A complains that Barclays Bank UK PLC won’t reimburse him with money he lost to a scam. Mr A has brought his complaint to us through a professional representative. For ease, I’ll refer to their submissions as being from Mr A. What happened In July 2025 Mr A ... (5 pages)View decision -
Decision Reference DRN-5920389
19 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5920389 The complaint Mrs S has complained that Monzo Bank Ltd unfairly defaulted her account. What happened Mrs S had an account with Monzo, which was overdrawn. She’d been in an arrangement to pay, but when this ended, the account was defaulted. She’s explained she wasn’t sent a c... (2 pages)View decision -
Decision Reference DRN-5922101
19 Jan 2026 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5922101 The complaint Mr W complains that Frasers Group Financial Services Limited trading as Frasers Plus (Frasers) acted irresponsibly when they agreed to lend to him as he said he was already overly indebted. What happened Around July 2024 Mr W applied for a revolving credit faci... (3 pages)View decision -
Decision Reference DRN-5750937
19 Jan 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5750937 The complaint Mr J complains that PROPEL HOLDINGS (UK) LIMITED trading as Quid Market lent to him irresponsibly. Mr J says that proper checks would have led to Quid Market recognising he had a gambling problem and so would not have lent to him. What happened Here is a brief ... (2 pages)View decision -
Decision Reference DRN-6026030
19 Jan 2026 Lendable Ltd Not upheldConsumer CreditDRN-6026030 The complaint Miss L has complained Lendable Ltd, trading as Autolend, continue to ask her to repay a personal loan which she only took out under duress. What happened In early 2022 after her father’s death, Miss L got to know someone she became close to. She feels over a fe... (3 pages)View decision -
Decision Reference DRN-5794031
19 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5794031 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying claims under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) being party to an unfair ... (13 pages)View decision