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
-
Decision Reference DRN-6140128
12 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6140128 The complaint Ms R, who is represented by Miss S, complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) did not handle her claim under section 75 Consumer Credit Act 1975 (s.75) properly. What happened On 1 February 2025 Ms R ordered an elec... (3 pages)View decision -
Decision Reference DRN-6126295
12 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6126295 The complaint Mr P complains National Westminster Bank PLC (NatWest) paid €11,000 to an incorrect account for a property purchase, sadly causing him significant distress and worry at an extremely difficult time for him and his family. What happened Mr P explained he visited ... (3 pages)View decision -
Decision Reference DRN-6051528
12 Feb 2026 Zopa Bank Limited UpheldConsumer CreditDRN-6051528 The complaint Mrs B says Zopa Bank Limited irresponsibly lent to her. What happened Mrs B took out three loans from Zopa as set out below, all accounts are now closed. loandate value term in months monthly repayment 1 15/10/2021 £5,00024 £241.45 2 15/08/2022 £7,50028 £206.96... (4 pages)View decision -
Decision Reference DRN-6049281
12 Feb 2026 Madison CF UK Limited Not upheldBanking and PaymentsDRN-6049281 The complaint Madison CF UK Limited, trading as 118 118 Money, provided Mr S with a credit card in January 2025. It had a credit limit of £1,000, which was then increased to £1,600 in July 2025. Mr S says the credit was provided irresponsibly. What happened The details of t... (2 pages)View decision -
Decision Reference DRN-6149058
12 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6149058 The complaint Mrs L’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 them under Section 140A of the Consumer Credit Act 19... (2 pages)View decision -
Decision Reference DRN-6148166
12 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6148166 The complaint Mr L complains that Barclays Bank UK PLC (Barclays) restricted his personal and business account and loaded a fraud marker against him. What happened Mr L had a personal and business account with Barclays. Mr L was a sole trader and held the business account fo... (5 pages)View decision -
Decision Reference DRN-6093903
12 Feb 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6093903 The complaint Mr E is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited trading as BMW Financial Services (‘BMWFS’) was of an unsatisfactory quality. What happened In July 2024, Mr E was supplied with a new car throu... (3 pages)View decision -
Decision Reference DRN-5800629
12 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5800629 The complaint Miss V’s complaint concerns Lloyds Bank PLC’s refusal to refund money she lost to an alleged purchase scam. While this complaint concerns payments made from Miss V’s account, they were instructed by and related to a purchase made by Miss V’s partner ‘Mr S’, who... (4 pages)View decision -
Decision Reference DRN-6125715
12 Feb 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6125715 The complaint Mr M complains that TSB Bank plc (“TSB”) closed his account without providing him with an explanation as to why and is unhappy at the way TSB handled his complaint. In particular, Mr M is unhappy TSB closed his account and removed his online and mobile banking ... (4 pages)View decision -
Decision Reference DRN-5800653
12 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5800653 The complaint Mr S’s complaint concerns Barclays Bank UK PLC’s refusal to refund money he lost to an alleged purchase scam. What happened The background to this complaint is familiar to both parties – and has been set out in detail by our Investigator - and so I’ll only refe... (4 pages)View decision