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-6150966
13 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6150966 The complaint Mr and Mrs 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 (2)... (12 pages)View decision -
Decision Reference DRN-5973487
13 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5973487 The complaint Miss W complains that NewDay Ltd, trading as Fluid, lent to her irresponsibly. What happened In June 2020, NewDay provided Miss W with a credit card. It had an initial opening limit of £500, and that limit was increased several times over the years; to £1,000 ... (3 pages)View decision -
Decision Reference DRN-6107190
13 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6107190 The complaint Ms R complains about the way National Westminster Bank Public Limited Company (NatWest) has handled her loans and credit card accounts. What happened In August 2021, Ms R says she received diagnosis of a life limiting condition, and she was given a maximum lif... (3 pages)View decision -
Decision Reference DRN-6023096
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6023096 The complaint Mr N complains that Monzo Bank Ltd (Monzo) has treated him unfairly in relation to a payment he made using his debit card to purchase a gold bar. What happened In June 2025, Mr N purchased a gold bar online from a private seller (the seller) via a third- party ... (3 pages)View decision -
Decision Reference DRN-5982636
13 Feb 2026 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5982636 The complaint Miss B complains that Sainsbury’s Bank Plc was irresponsible in its lending to her and that she was not adequately assessed for the credit. What happened Miss B applied for credit with Sainsbury’s Bank and had a loan approved as follows: Date Amount of Credit ... (3 pages)View decision -
Decision Reference DRN-6002412
13 Feb 2026 MARKS AND SPENCER FINANCIAL SERVICES PLC Not upheldBanking and PaymentsDRN-6002412 The complaint Ms G complains that Marks and Spencer Financial Services PLC trading as M&S Bank lent irresponsibly when it approved her credit card application. What happened Ms G applied for an M&S Bank credit card in November 2022. In her application, Ms G said she... (3 pages)View decision -
Decision Reference DRN-5856232
13 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5856232 The complaint Mr G complains that HSBC UK Bank Plc (‘HSBC’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) investment scam. Mr G referred his complaint to this service with the help of a professional representative. However, for ease of ... (5 pages)View decision -
Decision Reference DRN-6030818
13 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6030818 The complaint Miss R complains that NewDay Ltd lent irresponsibly when it approved two credit card applications she made and increased the limit on both. What happened Miss R applied for an Aqua credit card in January 2022. In her application, Miss R said she was employed w... (5 pages)View decision -
Decision Reference DRN-5964602
13 Feb 2026 Close Brothers Limited Not upheldConsumer CreditDRN-5964602 The complaint Miss L complains that the car she acquired through Close Brothers Limited trading as Close Brothers Motor Finance (“Close Brothers”) was misrepresented to her. What happened Miss L entered into a conditional sale agreement with Close Brothers in April 2024 for ... (3 pages)View decision -
Decision Reference DRN-6153649
13 Feb 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6153649 The complaint Mr A has complained about the quality of a car provided on finance by Moneybarn No.1 Limited. What happened Both parties are familiar with the events, so I’ll briefly summarise them here. Moneybarn supplied Mr A with a used car on a conditional sale agreement ... (4 pages)View decision