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-5853397
13 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5853397 The complaint Mrs K complaint is, in essence, that Mitsubishi HC Capital UK Plc (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) de... (10 pages)View decision -
Decision Reference DRN-6131664
13 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6131664 The complaint and background Ms D, via her representative, complains that Santander UK Plc (“Santander”) didn’t do enough to protect her when she fell victim to an investment scam resulting in the loss of over £25,000. Our investigator didn’t uphold the complaint. Although h... (2 pages)View decision -
Decision Reference DRN-6128431
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6128431 The complaint Mr H complains that Monzo Bank Ltd failed to tell him that if he received a double refund on ten transactions that he had disputed with a merchant then this could lead to Monzo re- debiting the payments from his account. As a result, of Monzo re-debiting his ac... (2 pages)View decision -
Decision Reference DRN-5992204
13 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5992204 The complaint Mr M has complained that Barclays Bank PLC won’t refund money he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. What... (3 pages)View decision -
Decision Reference DRN-5925274
13 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5925274 The complaint Mr M has complained Lloyds Bank PLC declined a claim for money back. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them here. It reflects my role of resolving disputes quickly with minimum... (3 pages)View decision -
Decision Reference DRN-5944744
13 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5944744 The complaint Mr C complains that Lloyds Bank PLC won’t refund money he lost when he says he was the victim of a cryptocurrency investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here, but in sum... (2 pages)View decision -
Decision Reference DRN-6153321
13 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6153321 The complaint Mr and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Backgroun... (9 pages)View decision -
Decision Reference DRN-6082613
13 Feb 2026 Oodle Financial Services Limited Not upheldConsumer CreditDRN-6082613 The complaint Mr D complains about the quality of a vehicle that was supplied through a motor finance agreement with Oodle Financial Services Limited trading as Oodle Car Finance (Oodle). What happened In January 2024, Mr D acquired a used van through a hire purchase agreeme... (3 pages)View decision -
Decision Reference DRN-5992483
13 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5992483 The complaint Ms S complains that HSBC UK Bank Plc (HSBC) has treated her unfairly in relation to a payment she made using her debit card to purchase a mirror. Having reviewed all the information provided, I am not upholding Ms S’s complaint against HSBC. I have explained wh... (3 pages)View decision -
Decision Reference DRN-5997888
13 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5997888 The complaint Mr S’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under section 140A of the Consumer Credi... (10 pages)View decision