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-6144858
11 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6144858 The complaint Mrs L and Mr 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 (... (13 pages)View decision -
Decision Reference DRN-6146539
11 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6146539 The complaint Mr C complains that Santander UK Plc blocked the joint account he held with his wife. As a result, he was unable to make a payment to HMRC, with the result that a fine was incurred. What happened Mr C has explained that, at the relevant time, he was an account ... (2 pages)View decision -
Decision Reference DRN-5799260
11 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5799260 The complaint Mrs B complains about the actions of Monzo Bank Ltd when she lost money to a scam. What happened Mrs B has explained that in August 2024 she fell victim to a cruel job scam. Mrs B has told us she was searching for work when she was contacted by someone posing ... (3 pages)View decision -
Decision Reference DRN-5826739
11 Feb 2026 PSI-Pay Ltd Not upheldBanking and PaymentsDRN-5826739 The complaint Mr B is unhappy that PSI-Pay Ltd have refused to refund seven transactions he says he didn’t authorise. Mr B opened an account with a firm I’ll refer to as P. P had a business partnership with PSI- Pay which makes PSI-Pay responsible for Mr B’s complaint. So, ... (3 pages)View decision -
Decision Reference DRN-5987612
11 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5987612 The complaint Mr B’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 Cred... (14 pages)View decision -
Decision Reference DRN-5847964
11 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5847964 The complaint Mr V and Mrs V’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 (... (15 pages)View decision -
Decision Reference DRN-5987574
11 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5987574 The complaint Mr B’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 Cred... (13 pages)View decision -
Decision Reference DRN-5805056
11 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5805056 The complaint Miss S is unhappy that Santander UK PLC refused to refund a transaction that Miss S says she didn’t authorise. What happened Miss S contacted Santander to dispute a payment made using Miss S’s Santander credit card for around £750. Santander held Miss S liabl... (3 pages)View decision -
Decision Reference DRN-6145555
11 Feb 2026 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-6145555 The complaint Mr S complains about a car supplied under a personal contract purchase agreement (‘PCP’), provided by Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Financial Services (‘MBFS’). What happened Around December 2024 Mr S acquired a new car u... (5 pages)View decision -
Decision Reference DRN-5995285
11 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-5995285 The complaint Mr A has complained about the way Tandem Bank Limited responded to claims he’d made under the Consumer Credit Act 1974 (the “CCA”). Mr A has been represented in bringing the complaint but, to keep things simple, I’ll refer to Mr A throughout. What happened In O... (4 pages)View decision