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-5957547
16 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5957547 The complaint Mrs E’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Consumer Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974... (11 pages)View decision -
Decision Reference DRN-5966963
16 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5966963 The complaint Mr F complains Monzo Bank Ltd didn’t do enough to help get a refund for a transaction he made using his debit card. What happened In February 2025, Mr F was locked out of his property, so called a locksmith from a company I’ll refer to as T. Mr F says after ve... (4 pages)View decision -
Decision Reference DRN-5249545
16 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5249545 The complaint Mr H complains that Revolut Ltd won’t refund payments he made as a result of a scam. What happened In 2022, Mr H fell victim to an investment scam, involving a fraudulent broker that I’ll refer to as ‘A’. A initially persuaded him to make payments from his acco... (4 pages)View decision -
Decision Reference DRN-6074509
16 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6074509 The complaint Mrs W’s complaint is, in essence, that Shawbrook Bank Limited acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against payin... (12 pages)View decision -
Decision Reference DRN-5863779
16 Jan 2026 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5863779 The complaint Mr K complains that the car he acquired from Volvo Car Financial Services Limited (“Volvo”) is not of satisfactory quality due to the range it can achieve when travelling via electric power only. What happened Mr K entered into conditional sale agreement in Mar... (3 pages)View decision -
Decision Reference DRN-5863602
16 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5863602 The complaint Miss R has complained about the way Barclays Bank UK PLC dealt with a claim for money back in relation to a purchase she’d made using her debit card. What happened Both parties are familiar with the circumstances of the complaint which I’ll briefly summarise h... (3 pages)View decision -
Decision Reference DRN-5990671
16 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5990671 The complaint Mr B’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 1974 ... (13 pages)View decision -
Decision Reference DRN-6018065
16 Jan 2026 World First UK Limited Not upheldBanking and PaymentsDRN-6018065 The complaint Company O, a limited company, complains World First UK Ltd (WF) closed his account leading to £250 going missing from an incoming transfer. What happened O explained it held two business accounts, one with WF and one with a third-party bank. O explained it arra... (2 pages)View decision -
Decision Reference DRN-6070584
16 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6070584 The complaint Mr W says Revolut Ltd (“Revolut”) failed to protect him from financial harm when he fell victim to a scam. Mr W has appointed a professional representative who has brought this complaint on his behalf. However, for ease, I will simply refer to “Mr W” throughout... (3 pages)View decision -
Decision Reference DRN-5914375
16 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5914375 The complaint Mr S has complained about HSBC UK Bank Plc trading as first direct not refunding several payments he says he made and lost to two scams. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summa... (4 pages)View decision