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-6134617
11 Feb 2026 Motability Operations Limited Not upheldConsumer CreditDRN-6134617 The complaint Miss O’s complaint is about Motability Operations Limited trading as Motability Operations (MO) decision to terminate her Hire Agreement and take back the car. Miss O is represented in this complaint by Miss J but, for ease, I’ll refer to Miss O directly throug... (2 pages)View decision -
Decision Reference DRN-5931622
11 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5931622 The complaint Mr and Mrs H’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)... (11 pages)View decision -
Decision Reference DRN-6059554
11 Feb 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-6059554 The complaint Mr A is unhappy CA AUTO FINANCE UK LTD (CA Auto) has reported a fraud agency marker against him, following an application for a personal contract purchase agreement. What happened The parties are familiar with the background details of this complaint – so, I’ll... (4 pages)View decision -
Decision Reference DRN-5946594
11 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5946594 The complaint Mr S, via a representative, has complained that Revolut Ltd (UK) Plc (“Revolut”) failed to refund the money he lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instea... (3 pages)View decision -
Decision Reference DRN-6134302
11 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6134302 The complaint Ms P complains that Wise Payments Limited will not reimburse the funds she lost to a scam. What happened Ms P received a message on WhatsApp offering a remote job role. The role required Ms P to complete a set of tasks for which she would receive commission. Ms... (4 pages)View decision -
Decision Reference DRN-6140682
11 Feb 2026 Evolution Lending Limited UpheldMortgagesDRN-6140682 The complaint Mr and Mrs C complain they were irresponsibly lent a second charge mortgage (secured loan) by Evolution Lending Limited. What happened Mr and Mrs C took out a loan with Evolution in 2022. They borrowed around £24,000 (including fees of around £2,850) over a fiv... (6 pages)View decision -
Decision Reference DRN-5945436
11 Feb 2026 Metro Bank PLC UpheldBanking and PaymentsDRN-5945436 The complaint Mr A complains that Metro Bank PLC blocked and closed his account. He would like to know the reason and receive compensation for the distress and inconvenience. What happened The details of this complaint are well known to both parties, so I won’t repeat them ... (2 pages)View decision -
Decision Reference DRN-6127892
11 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6127892 The complaint Mr S complains Barclays Bank UK PLC delayed providing him funds from a dormant account he held with them, despite providing the information Barclays needed to release the funds. Mr S explained this caused him to miss an investment opportunity and incur a financ... (4 pages)View decision -
Decision Reference DRN-5946560
11 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5946560 The complaint Mr S, initially via a representative, has complained that Lloyds Bank PLC (UK) Plc (“Lloyds”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat ever... (4 pages)View decision -
Decision Reference DRN-5824251
11 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5824251 The complaint Mrs H complains that Nationwide Building Society (‘Nationwide’) hasn’t refunded the money she lost to a police impersonation scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend to set these out in detail her... (5 pages)View decision