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-6153228
13 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6153228 The complaint Mr M complains that Revolut Ltd has declined to refund disputed transactions that were made from his account. What happened On 29 October 2024, four transactions totalling £412.11 debited Mr M’s account using Apple Pay. This Apple Pay had been set up on 18 Octo... (4 pages)View decision -
Decision Reference DRN-6153194
13 Feb 2026 Lendable Ltd Not upheldConsumer CreditDRN-6153194 THE COMPLAINT Miss A complains that Lendable Ltd (‘Lendable’) is holding her liable for a loan she says she did not authorise. Miss A is represented in this matter. However, I will refer to Miss A solely in this decision for ease of reading. WHAT HAPPENED On 29 January 202... (7 pages)View decision -
Decision Reference DRN-6095574
13 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6095574 The complaint Ms D complains about Bank of Scotland plc (‘BOS’) selling her account. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimum formality. M... (3 pages)View decision -
Decision Reference DRN-6147488
13 Feb 2026 HSBC UK Bank Plc UpheldMortgagesDRN-6147488 The complaint Ms G and Mr S complain that a solicitor instructed by HSBC UK Bank Plc caused delays with their house purchase and failed to register their property title correctly. They say this caused distress and financial loss. They ask for compensation and for the propert... (5 pages)View decision -
Decision Reference DRN-6126071
13 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6126071 The complaint Mrs B has complained that HSBC UK Bank Plc wont refund money she 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... (4 pages)View decision -
Decision Reference DRN-5899518
13 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5899518 The complaint Mr P and Mrs P’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 (... (10 pages)View decision -
Decision Reference DRN-6063018
13 Feb 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-6063018 The complaint Mr K’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (19 pages)View decision -
Decision Reference DRN-6116973
13 Feb 2026 Startline Motor Finance Limited UpheldConsumer CreditDRN-6116973 The complaint Mrs H complains about the quality of a vehicle that was supplied through a motor finance agreement with STARTLINE MOTOR FINANCE LIMITED (SMF). What happened In July 2024, Mrs H acquired a used car through a hire purchase agreement with SMF. The car was around 1... (4 pages)View decision -
Decision Reference DRN-5922963
13 Feb 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5922963 The complaint Mr and Mrs J’s complaint is, in essence, that First Holiday Finance Ltd (‘FHF’) 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) dec... (10 pages)View decision -
Decision Reference DRN-6068732
13 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6068732 The complaint Miss S complains Vanquis Bank Limited lent to her irresponsibly when they provided her with a credit card account. What happened In August 2024, Miss S was provided with a Credit Card account by Vanquis, with an initial credit limit of £1,200. There were no fu... (3 pages)View decision