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-5982798
16 Jan 2026 Scott Consumer Finance Ltd Not upheldConsumer CreditDRN-5982798 The complaint Mr A complains about the way Scott Consumer Finance Ltd (‘SC’) handled his claim under section 75 of the Consumer Credit Act 1974. What happened Both parties to this complaint are aware of the background so I’ll focus my decision on my findings which I’ve set o... (2 pages)View decision -
Decision Reference DRN-6065058
16 Jan 2026 Sky UK Limited UpheldConsumer CreditDRN-6065058 The complaint Mr E complains Sky UK Limited unfairly defaulted his credit agreement. What happened In December 2022, Mr E entered a fixed sum loan agreement with Sky to acquire a tablet, which was to be repaid over 36 months. In March 2023, the monthly direct debit was ret... (3 pages)View decision -
Decision Reference DRN-5606657
16 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5606657 The complaint Miss S complains that HSBC UK Bank Plc did not reimburse the funds she says she lost to a scam. What happened Miss S met an individual I will refer to as ‘X’ on a dating app in 2020. They began talking via a messaging service in March 2021 and aside from a gap ... (2 pages)View decision -
Decision Reference DRN-6083302
16 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6083302 The Complaint Mr and Mrs E’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)... (13 pages)View decision -
Decision Reference DRN-5959189
16 Jan 2026 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5959189 The complaint Miss C complains that the car she acquired through Volkswagen Financial Services (UK) Limited, trading as Volkswagen Financial Services (“VFS”) wasn’t of satisfactory quality. She wants a replacement car and some compensation for the inconvenience and worry she... (4 pages)View decision -
Decision Reference DRN-5606608
16 Jan 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-5606608 The complaint Miss S complains that Metro Bank PLC did not reimburse the funds she says she lost to a scam. What happened Miss S met an individual I will refer to as ‘X’ on a dating app in 2020. They began talking via a messaging service in March 2021 and aside from a gap i... (2 pages)View decision -
Decision Reference DRN-6083517
16 Jan 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6083517 The complaint Mr C is unhappy American Express Services Europe Limited (AESEL) has rejected his claim for a refund for a laptop. What happened Mr C bought two laptops from an online supplier in April 2025 using his AESEL credit card. He says when he received the packages onl... (5 pages)View decision -
Decision Reference DRN-5798222
16 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5798222 The complaint Miss H complains that The Royal Bank of Scotland Plc (RBS) is refusing to refund her the amount she says she lost as the result of a scam. Miss H is being represented by a third party. To keep things simple, I will refer to Miss H throughout my decision. What h... (2 pages)View decision -
Decision Reference DRN-6073653
16 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6073653 The complaint N, a limited company, complains that Barclays Bank UK PLC won’t refund the money it lost when it was the victim of a scam. What happened In late 2021 one of N’s directors, Mr M, found out about an opportunity to invest with a cryptocurrency investment company.... (2 pages)View decision -
Decision Reference DRN-5815185
16 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5815185 The complaint Monzo Bank Ltd (‘Monzo’) provided Mr G with an overdraft in 2021. Mr G says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’... (2 pages)View decision