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-5963887
15 Apr 2026 ONMO Limited UpheldBanking and PaymentsDRN-5963887 The complaint Mr G complains about ONMO Limited’s handling of his credit card account. What happened In June 2023 Mr G applied for a credit card with ONMO. This application was approved with a credit limit of £500. As I understand it, the credit limit was not subsequently i... (6 pages)View decision -
Decision Reference DRN-6014867
15 Apr 2026 MotoNovo Finance Limited Not upheldConsumer CreditDRN-6014867 The complaint Mr M complains about the quality of a car supplied to him by Motonovo Finance Limited (“MotoNovo”) What happened Mr M entered into a hire purchase agreement with Motonovo for the supply of a used car in January 2025. The car was around six and a half years old ... (4 pages)View decision -
Decision Reference DRN-6125976
15 Apr 2026 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-6125976 The complaint A lender provided Miss J with a £25,000 loan in May 2023. The loan was transferred to Link Financial Outsourcing Limited, trading as Antelope Loans, in April 2025. Miss J says the credit was provided irresponsibly. What happened The details of this complaint ar... (2 pages)View decision -
Decision Reference DRN-6021361
15 Apr 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6021361 The complaint Zopa Bank Limited provided Mr T with the following loans. Date Amount Term Monthly repayments Status Loan one June 2024 £2,00012 months £197Settled July 2024 Loan twoAugust 2024 £6,50036 months £265Active Mr T says the loans were provided irresponsibly. Wha... (2 pages)View decision -
Decision Reference DRN-5968182
15 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5968182 The complaint Mr K complains that HSBC UK Bank Plc (“HSBC”) won’t refund him money, which he believes he has lost to a scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it in detail here. But in summary, I understand it to ... (4 pages)View decision -
Decision Reference DRN-6054896
15 Apr 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6054896 The complaint Mr B complains that American Express Services Europe Limited (AESEL) didn’t do enough to help him when he told them about a dispute he had with a merchant over goods paid for using his AESEL credit card. What happened In January 2025, Mr B ordered an engagement... (3 pages)View decision -
Decision Reference DRN-6059771
15 Apr 2026 Payver Limited Not upheldBanking and PaymentsDRN-6059771 The complaint Mr G complains that Payver Limited facilitated payments to an unlicensed gambling business, even though he has taken steps to prevent such payments being made. What happened Payver is an electronic money institution and payment service provider. Mr G lives outs... (2 pages)View decision -
Decision Reference DRN-6275974
15 Apr 2026 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-6275974 The complaint Mr M complains about the way that Santander Consumer (UK) plc, trading as Santander Consumer Finance, has dealt with a conditional sale agreement under which a car was supplied to him. What happened A used car was supplied to Mr M under a conditional sale agree... (2 pages)View decision -
Decision Reference DRN-6191404
15 Apr 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6191404 The complaint Mrs B complains that Santander UK Plc (“Santander”) acted irresponsibly when it provided her with an overdraft she couldn’t afford, failed to monitor her overdraft and act on patterns of reliance and that it failed to spot signs of her financial difficulties. ... (5 pages)View decision -
Decision Reference DRN-6294273
15 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6294273 The complaint Mrs G’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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (9 pages)View decision