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-6027718
15 Apr 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6027718 The complaint Mr A’s complaint relates to his mortgage account with Bank of Scotland plc trading as Halifax and a change it made to his contact details, without his authorisation. He is concerned about communications being sent to an incorrect telephone number and what infor... (3 pages)View decision -
Decision Reference DRN-6002733
14 Apr 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6002733 The complaint Mr B complains that NewDay Ltd trading as Fluid Credit Card (NewDay) acted irresponsibly when they agreed to lend to him. What happened In July 2021, Mr B successfully applied for a credit card with NewDay with a limit of £1,500. He believes that NewDay acted ... (4 pages)View decision -
Decision Reference DRN-6255886
14 Apr 2026 Fairscore Ltd Not upheldConsumer CreditDRN-6255886 The complaint Ms H complains Fairscore Ltd trading as Updraft irresponsibly lent to her. What happened Ms H took out two unsecured loans from Updraft. The first loan was approved on 24 November 2022 and was for £9,000; the monthly repayments were £212.68 and the interest on ... (3 pages)View decision -
Decision Reference DRN-6291229
14 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6291229 The complaint Miss J’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (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 197... (6 pages)View decision -
Decision Reference DRN-6159848
14 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6159848 The complaint Ms R complained because Monzo Bank Ltd refused to refund her for payments she said she hadn’t authorised. What happened On 2 August 2025, Ms R contacted Monzo by chat. She said there had been three payments out of her Monzo account which she didn’t recognise. ... (4 pages)View decision -
Decision Reference DRN-5900928
14 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5900928 The complaint Ms O complains that Barclays Bank UK PLC (‘Barclays’) declined to reimburse her when a payment was debited from her account which she says she did not make or otherwise authorise. What happened The circumstances of this complaint are well known to both parties,... (4 pages)View decision -
Decision Reference DRN-6032263
14 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6032263 The complaint Mr C has complained about the way Santander UK Plc dealt with a claim for money back in relation to a payment he’d made using his debit card. What happened Both parties are familiar with the circumstances of the complaint which I’ll summarise here. Mr C said ... (4 pages)View decision -
Decision Reference DRN-6264496
14 Apr 2026 Modulr FS Limited UpheldBanking and PaymentsDRN-6264496 The complaint Mr A complains that Modulr FS Limited trading as Pockit Limited declined to refund disputed transactions that were made from his account. What happened On 15 January 2026, two transactions totalling £184.90 were made from Mr A’s account to an electronics store.... (3 pages)View decision -
Decision Reference DRN-6275193
14 Apr 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6275193 The complaint Mr J complains that a recurring payment from his NewDay Ltd account was blocked. What happened Mr J holds a John Lewis credit card account with NewDay. His payment for his home insurance policy was declined. He complained to NewDay. NewDay didn’t uphold the com... (2 pages)View decision -
Decision Reference DRN-6290528
14 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6290528 The complaint T, a limited company, complains Monzo Bank Limited closed their accounts without notice and there were delays in releasing the remaining funds. They’d like to be compensated. What happened T held an account with Monzo. But in June 2025 Monzo suddenly blocked th... (2 pages)View decision