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 185689 results
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Decision Reference DRN-6194420
16 Apr 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6194420 The complaint Mr A complains that TSB Bank Plc has recorded his details with Cifas – a fraud prevention agency. What happened On 17 February 2021 a faster payment was made into Mr A’s account for £424.08. TSB were notified the funds may be fraudulent, so they asked Mr A to ... (2 pages)View decision -
Decision Reference DRN-6291992
16 Apr 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-6291992 The complaint Mr H complains about a settlement figure he was provided with by CA AUTO FINANCE UK LTD (who I’ll call ‘CA’). What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events... (2 pages)View decision -
Decision Reference DRN-6199586
16 Apr 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6199586 The complaint Mr C complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr C says that his son introduced him to an investment opportunity with a company I’ll call ‘S’ in this decision. S was a property deve... (4 pages)View decision -
Decision Reference DRN-6158689
16 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6158689 The complaint Mr S complains that Nationwide Building Society has declined to refund him for transactions he didn’t make. He also complains that they closed his bank account without telling him. What happened Mr S is represented throughout this complaint. For ease I’ll refe... (3 pages)View decision -
Decision Reference DRN-6041998
16 Apr 2026 Oodle Financial Services Limited UpheldConsumer CreditDRN-6041998 The complaint Mr C complains about the quality of a used car he acquired through a hire purchase agreement with Oodle Financial Services Limited (‘Oodle’). Mr C says that the car he acquired wasn’t of satisfactory quality as it had been in an accident previously, which wasn’... (4 pages)View decision -
Decision Reference DRN-6272679
16 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6272679 The complaint Mr and Mrs S complain that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t reimburse the funds they lost when they say they fell victim to a scam. What happened Mr and Mrs S hold a joint account with Halifax from which the payments in this case were m... (3 pages)View decision -
Decision Reference DRN-6231493
16 Apr 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6231493 The complaint Miss D complains that Nationwide Building Society (‘Nationwide’) won’t reimburse the funds she lost when she fell victim to a scam. What happened The facts of the complaint are well-known to both parties, so I don’t intend to set them out in detail here. In Ja... (4 pages)View decision -
Decision Reference DRN-6294610
15 Apr 2026 MONZO BANK LIMITED UpheldBanking and PaymentsDRN-6294610 The complaint Mr S complains that Monzo Bank Ltd won’t refund the money he lost when he fell victim to an impersonation scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key eve... (8 pages)View decision -
Decision Reference DRN-6249279
15 Apr 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6249279 The complaint Mr S complains that Oakbrook Finance Limited trading as Finio Loans (Finio Loans) acted irresponsibly when they agreed to lend to him. What happened In July 2025, Mr S successfully applied for a loan with Finio Loans for £1,000 for the purpose of home improvem... (3 pages)View decision -
Decision Reference DRN-6293915
15 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6293915 The complaint Mrs D and Mrs T complain Shawbrook Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with them under Section 140A of the CCA. Mrs D and Mr... (16 pages)View decision