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-6149345
13 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6149345 The complaint Mr W complains that Monzo Bank Ltd won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both pa... (4 pages)View decision -
Decision Reference DRN-6084513
13 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6084513 The complaint Miss Z complained about the way HSBC UK Bank Plc administered her credit card account. What happened HSBC issued a default notice on 2 October 2024 as there were missed payments on Miss Z’s credit card account and the balance on the credit card was above the c... (4 pages)View decision -
Decision Reference DRN-5987937
13 Feb 2026 Inclusive Finance Limited Not upheldConsumer CreditDRN-5987937 The complaint Miss G complains that Inclusive Finance Limited trading as Creditspring (Creditspring) unfairly rejected her request to have her outstanding loan balance written off. What happened In April 2024, Miss G entered into a credit agreement with Creditspring. She agr... (2 pages)View decision -
Decision Reference DRN-6112263
13 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6112263 The complaint Mr L complains Nationwide Building Society won’t refund the money he lost to a scam. What happened The details of this complaint are well-known to both parties. So rather than repeat them all here, I’ve summarised the key events. In early 2024, Mr L was approac... (3 pages)View decision -
Decision Reference DRN-5892386
13 Feb 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5892386 The complaint Mr L complains about a hire purchase agreement he has with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS). Mr L is unhappy after attempting to voluntary terminate the hire purchase agreement as he believes the amount quoted... (3 pages)View decision -
Decision Reference DRN-6029466
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6029466 The complaint C, a company, complains that Monzo Bank Ltd unreasonably blocked a payment that its director, Mr T, attempted to make, resulting in a financial loss. What happened In November 2025, Mr T made a payment from C’s Monzo account to a business account it held with a... (2 pages)View decision -
Decision Reference DRN-6142951
13 Feb 2026 247 Money Group Limited Not upheldConsumer CreditDRN-6142951 The complaint Miss S has complained that 247 Money Group Limited (Money Group) unfairly provided her with credit for a vehicle. What happened In June 2021, Miss S entered into a finance agreement with Money Group for the purchase of a car as shown below. Date Amount of cre... (3 pages)View decision -
Decision Reference DRN-5973732
13 Feb 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5973732 The complaint Mr G complains that MONEYBARN NO.1 LIMITED (“Moneybarn”) carrying out sufficient affordability checks and had better checks been made it would’ve discovered Mr G was having financial difficulties. Mr G also says that he was having mental health difficulties at... (5 pages)View decision -
Decision Reference DRN-5912623
13 Feb 2026 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5912623 The complaint Admiral Financial Services Limited provided Miss B with the following loan: Date Amount Monthly repayments Term (months) April 2025 £7,500£383.49 24 Miss B says the loan was unaffordable and provided irresponsibly. What happened The details of this complaint... (2 pages)View decision -
Decision Reference DRN-6144406
13 Feb 2026 Oodle Financial Services Limited UpheldConsumer CreditDRN-6144406 The complaint Mr A complains that a car supplied to him under a hire purchase agreement with Oodle Financial Services Limited was of an unsatisfactory quality. What happened I issued a provisional decision setting out what I thought about Mr A's complaint. I’ve copied t... (5 pages)View decision