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 179851 results
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Decision Reference DRN-6156755
16 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6156755 The complaint Mr and Mrs B’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’), (2) de... (3 pages)View decision -
Decision Reference DRN-6003188
16 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6003188 The complaint Mr I complains Monzo Bank Ltd recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr I received a payment into his Monzo account through a bank transfer in May 2023. So... (3 pages)View decision -
Decision Reference DRN-6047060
16 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6047060 The complaint AMERICAN EXPRESS SERVICES EUROPE LIMITED (AmEx) provided Mr S with a credit card in 2022. It had a credit limit of £1,0000. Mr S says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t ... (2 pages)View decision -
Decision Reference DRN-6156675
16 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6156675 The complaint Mrs D’s complaint is, in essence, that Tandem Personal Loans Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deci... (12 pages)View decision -
Decision Reference DRN-5796696
16 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5796696 The complaint Mr P complains that Monzo Bank Ltd (“Monzo”), have failed to refund money that he lost as part of an What happened Mr P came across a company that purported to be an investment firm, but he says it was actually a scammer that I will call C. Mr P was persuaded t... (3 pages)View decision -
Decision Reference DRN-5973407
16 Feb 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5973407 The complaint A company I’ll refer to as P complains that the Royal Bank of Scotland Plc unreasonably restricted their accounts, which meant they couldn’t make payments. They’d like to be adequately compensated. What happened The background to this complaint is well known t... (3 pages)View decision -
Decision Reference DRN-4697630
16 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4697630 The complaint Mr and Mrs W’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mr and Mrs W were members of a ‘points’ timeshare membership with a ti... (10 pages)View decision -
Decision Reference DRN-6139208
16 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6139208 The complaint Mrs D and Mr D’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 (... (12 pages)View decision -
Decision Reference DRN-6156255
16 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6156255 The complaint Mrs D has complained that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘Novuna’) overcharged her interest on fixed sum loan she took out with it to pay for a timeshare. What happened On 8 April 2012 Mrs D purchased a timeshare using a fixed ... (3 pages)View decision -
Decision Reference DRN-6016366
16 Feb 2026 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-6016366 The complaint Mr K complains that The Royal Bank of Scotland Plc (“RBS”) did not respond fairly after his loan account fell into arrears. What happened Mr K says he took out a loan on 25 March 2024 and had only missed two payments, in March 2025 and May 2025, due to short-t... (4 pages)View decision