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-6059051
17 Feb 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-6059051 The complaint Mr B complains that Zopa Bank Limited gave him a credit card he couldn’t afford to repay. What happened On 12 September 2025 Zopa agreed a £500 credit card limit. Mr B has said he doesn’t believe Zopa completed proportionate checks before agreeing the credit ca... (3 pages)View decision -
Decision Reference DRN-6160031
17 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6160031 The complaint Mr M complains that Monzo Bank Ltd (Monzo, hereinafter) hasn’t refunded the losses he’s incurred when falling victim to a job task scam. What happened The facts are well known to both parties, so I have outlined the key details. In summary, Mr M says he was ap... (8 pages)View decision -
Decision Reference DRN-6156249
17 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6156249 The complaint Mr R’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... (12 pages)View decision -
Decision Reference DRN-5872052
17 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5872052 The complaint Mr H complains that NewDay Ltd (trading as Pulse) defaulted his account without notifying him. What happened Mr H says he contacted Pulse about his health condition, and, following reassurance that he shouldn’t worry, it sent no further correspondence until he... (3 pages)View decision -
Decision Reference DRN-5880552
17 Feb 2026 Nationwide Building Society Not upheldMortgagesDRN-5880552 The complaint Mr C and Miss R’s complaint relates to their mortgage with Nationwide Building Society. They are unhappy that they were not able to attach a new interest rate product to their mortgage to start when the old one ended and had to pay interest at standard variable... (2 pages)View decision -
Decision Reference DRN-6080400
17 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6080400 The complaint Mr D complains about the interest rate on three credit card accounts he has with NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”). What happened Mr D took out three separate credit cards with NatWest – all of which had promotional offers for balanc... (3 pages)View decision -
Decision Reference DRN-6143157
17 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6143157 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... (12 pages)View decision -
Decision Reference DRN-5840215
17 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5840215 The complaint X, a limited company represented by its director Mrs C, complains that Revolut Ltd (Revolut) won’t refund money that it said it lost to a purchase scam. What happened X was looking for shipping containers, which it planned to purchase and then rent out to anot... (4 pages)View decision -
Decision Reference DRN-5954561
17 Feb 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5954561 The complaint Mrs J complains that a car supplied to her under a hire purchase agreement with CA AUTO FINANCE UK LTD (CAF) was of unsatisfactory quality. Mrs J has been represented during her complaint. For ease, I’ll refer to any information supplied by Mrs J’s representati... (4 pages)View decision -
Decision Reference DRN-5757921
17 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5757921 The complaint Mr B and Mrs L’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 (... (17 pages)View decision