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 185689 results
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Decision Reference DRN-5838216
22 Apr 2026 New Wave Capital Limited Not upheldBanking and PaymentsDRN-5838216 The complaint A limited company, which I’ll refer to as ‘N’, complains that New Wave Capital Limited unfairly restricted its account and failed to provide appropriate flexibility or redress in response to its requests for support. N’s complaint is brought to this service by ... (4 pages)View decision -
Decision Reference DRN-6168343
22 Apr 2026 ClearBank Limited Not upheldBanking and PaymentsDRN-6168343 The complaint G, a limited company, complains that ClearBank Limited won’t reimburse money it lost to what it believes was an Authorised Push Payment (APP) scam. G is represented by its director, Mr K. G has a business banking account with Tide. Tide’s bank accounts are pro... (4 pages)View decision -
Decision Reference DRN-6262543
22 Apr 2026 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-6262543 The complaint Mrs B complains that ZILCH TECHNOLOGY LIMITED (“Zilch”) hasn’t refunded a payment she made under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened Mrs B used her Zilch card to pay for three days car hire while she was in America through a... (3 pages)View decision -
Decision Reference DRN-6304564
22 Apr 2026 Santander UK Plc Not upheldMortgagesDRN-6304564 The complaint This complaint is about a buy-to-let (BTL) mortgage that Miss N holds with Santander UK Plc. It’s one of two complaints Miss N has brought to us, both of which relate to how Santander has treated Miss N since she fell into arrears on the mortgage. The main thru... (3 pages)View decision -
Decision Reference DRN-6308866
22 Apr 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6308866 The complaint Mr L complains that TSB Bank Plc trading as TSB (as the recipient bank) didn’t do enough to prevent the loss he suffered when he was the victim of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only prov... (3 pages)View decision -
Decision Reference DRN-6033635
22 Apr 2026 Creation Consumer Finance Limited UpheldConsumer CreditDRN-6033635 The complaint Mr C complains that Creation Consumer Finance Limited (“Creation”) unfairly recorded missed payment markers and a default on his credit file in relation to a regulated credit agreement. What happened In July 2025, after Mr C lost funds from his bank account du... (4 pages)View decision -
Decision Reference DRN-6299172
22 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6299172 The complaint Mr F complains that Revolut Ltd won’t refund money he lost to a scam. Mr F is represented by a firm I’ll refer to as ‘R’. What happened Mr F fell victim to a recovery scam in 2025 – which relates to a previous investment scam that he’d fallen victim to. Mr F ha... (6 pages)View decision -
Decision Reference DRN-6209688
22 Apr 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6209688 The complaint Mr C complains that BMW Financial Services (GB) Limited trading as Alphera Financial Services (Alphera) acted unfairly by lending to him. In bringing his complaint Mr C is represented by a third party for ease of reading I will only refer to Mr C in my decision... (3 pages)View decision -
Decision Reference DRN-6202248
22 Apr 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6202248 The complaint Mr M says Volkswagen Financial Services (UK) Limited, trading as Volkswagen Financial Services (who I’ll call ‘VWFS’) made mistakes when calculating amounts due on his finance agreement. What happened The detailed background to this complaint is well known to b... (2 pages)View decision -
Decision Reference DRN-5946423
22 Apr 2026 Creation Consumer Finance Limited Not upheldBanking and PaymentsDRN-5946423 The complaint Mrs W complains about the impact to her credit file after Creation Consumer Finance Limited (‘Creation’) cancelled a direct debit which led to arrears accruing on her account. Mrs W would like her credit file to be amended. What happened Mrs W complained that... (3 pages)View decision