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-6013717
11 Feb 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6013717 The complaint Mr C complains that BMW Financial Services (GB) Limited trading as Alphera Financial Services (“BMWFS”), provided him with inconsistent early settlement quotations. What happened The details of this complaint are well known to both parties, so I’ll only briefly... (4 pages)View decision -
Decision Reference DRN-6033900
11 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6033900 The complaint Ms C complains that Monzo Bank Ltd should pay more compensation than offered so far after admitting it was responsible for unreasonable delay in restoring full access to her account after it was blocked for security checks. What happened Monzo froze Ms C’s acc... (2 pages)View decision -
Decision Reference DRN-6144869
11 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6144869 The complaint Mrs L’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 her under Section 140A of the Consumer Credi... (12 pages)View decision -
Decision Reference DRN-5941092
11 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5941092 The complaint Ms M complains that HSBC UK Bank Plc won’t refund the money she lost as the result of a scam. What happened In January 2025 Ms M received an email which appeared to be from an elderly neighbour. The email asked Ms M to buy a gift card for the neighbour to give ... (3 pages)View decision -
Decision Reference DRN-6022118
11 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6022118 The complaint Mr L and Mrs L 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)... (14 pages)View decision -
Decision Reference DRN-5910083
11 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5910083 The complaint G is a company, which is represented in bringing this complaint by its director, whom I’ll refer to as “Mr K”. G complains that Revolut Ltd wrongly closed its account with immediate effect and without good reason. What happened G held an account with Revolut. G... (3 pages)View decision -
Decision Reference DRN-6145185
11 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6145185 The complaint Mr O’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-6036726
11 Feb 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-6036726 The complaint Ms S complains that the car she acquired through CA AUTO FINANCE UK LTD (“CA AUTO”) wasn’t of satisfactory quality. She wants to reject the car and cancel the credit agreement. What happened Ms S entered into a hire purchase agreement in August 2025 to acquire ... (3 pages)View decision -
Decision Reference DRN-6106520
11 Feb 2026 Bank of Scotland Plc UpheldConsumer CreditDRN-6106520 The complaint Mr C complains that Bank of Scotland plc trading as Halifax lent to him irresponsibly when they provided him with two personal loans. What happened Mr C applied for two personal loans with Halifax. The loans were approved in July 2018 and May 2019 respectively... (5 pages)View decision -
Decision Reference DRN-6127429
11 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6127429 The complaint Mr B has complained about the handling of a mobile phone insurance claim he made on a mobile phone insurance policy included with his Monzo Bank Ltd (“Monzo”) packaged account. What happened Mr B made a claim for damage to a mobile phone under his packaged acco... (2 pages)View decision