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-5891667
17 Feb 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5891667 The complaint Miss A is unhappy that Zopa Bank Limited won’t return a large payment she made to them by mistake. What happened Miss A had a Zopa credit card account which had defaulted with a balance of approximately £1,000 and to which Miss A was paying £20 per month in agr... (2 pages)View decision -
Decision Reference DRN-5995723
17 Feb 2026 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5995723 The complaint Mr K complains that Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”) wrongfully attempted to repossess a car he acquired through a conditional sale agreement with them. What happened In May 2023, Mr K acquired a used car using a ... (3 pages)View decision -
Decision Reference DRN-5861958
17 Feb 2026 Creation Consumer Finance Limited UpheldConsumer CreditDRN-5861958 The complaint Mr A complains about the quality of a car he was supplied with by Creation Consumer Finance Ltd (“Creation”). What happened Mr A entered into a hire purchase agreement with Creation on 26 March 2025 for the supply of a new car. On 14 April 2025, he contacted th... (5 pages)View decision -
Decision Reference DRN-5854882
17 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5854882 The complaint Mr B complains Monzo Bank Ltd won’t refund payments which he says he didn’t authorise, and that it has failed to provide him with adequate support as a vulnerable consumer. What happened Mr B says he used an online casino and was initially able to deposit funds... (4 pages)View decision -
Decision Reference DRN-5830314
17 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5830314 The complaint Mr G complains that Nationwide Building Society (‘Nationwide’) won’t refund him transactions from his bank account that he says he didn’t authorise. What happened Mr G had a current account with Nationwide, which was opened in December 2024. Mr G made a cash d... (3 pages)View decision -
Decision Reference DRN-6130094
17 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6130094 The complaint Mr and Mrs C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (11 pages)View decision -
Decision Reference DRN-6123549
17 Feb 2026 Metro Bank PLC UpheldBanking and PaymentsDRN-6123549 The complaint Miss J complains that Metro Bank PLC didn’t provide her with the required 60 days’ notice to reduce the interest rate on her account. What happened Miss J says she noticed on 30 June 2025 that the interest had reduced on her account despite her viewed interest... (2 pages)View decision -
Decision Reference DRN-5940029
17 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5940029 The complaint Mr F said Nationwide Building Society treated him unfairly by asking questions he was unable to answer and by warning that his account would be closed if he did not respond. What happened Mr F contacted Nationwide in April 2025 to complain about being asked to... (2 pages)View decision -
Decision Reference DRN-6053980
17 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6053980 The complaint Mrs S complains that HSBC UK Bank Plc are asking her to repay more towards her credit card than she believes she owes. What happened Mrs S says that based on her credit card usage, refunds to the account and the repayments she has made, HSBC has overcharged he... (2 pages)View decision -
Decision Reference DRN-6142533
17 Feb 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6142533 The complaint Miss L complains that Vanquis Bank Limited irresponsibly lent to her. What happened Miss L was approved for a Vanquis credit card in August 2025, with a £3,000 credit limit. Miss L says that this was irresponsibly lent to her. Miss L made a complaint to Vanquis... (3 pages)View decision