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 388057 results
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Decision Reference DRN-6042852
13 Jan 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6042852 The complaint Mr O’s complaint is, in essence, that Tandem 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 ag... (12 pages)View decision -
Decision Reference DRN-5698004
13 Jan 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5698004 The complaint Mr W complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) provided him with a loan that he couldn’t afford to repay. What happened In March 2024, MoneyBoat advanced one loan of £500. This was to be repaid in five monthly ins... (3 pages)View decision -
Decision Reference DRN-6056440
13 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6056440 The complaint Mr O complains that Nationwide Building Society has declined to reimburse a payment that he says he didn’t authorise. He’s also unhappy with the way Nationwide handled his Visa chargeback claim. What happened The circumstances of this complaint are well known ... (3 pages)View decision -
Decision Reference DRN-5942116
13 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5942116 The complaint Mr and Mrs A’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)... (9 pages)View decision -
Decision Reference DRN-6023205
13 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6023205 The complaint Mr B complains that he was unable to log on to his account with Revolut Ltd due to a system fault, for over three months. What happened In late March 2025, Mr B complained to Revolut that he couldn't access his account via the Revolut mobile app. He was gi... (3 pages)View decision -
Decision Reference DRN-6043830
13 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6043830 The complaint A limited company, which I will call B, has complained that Santander UK Plc gave notice in July 2025 that it planned to migrate its business account, which was free from fees, to an account which incurs a monthly fee in October 2025. B says this is unfair as, ... (6 pages)View decision -
Decision Reference DRN-5950462
13 Jan 2026 First Central Underwriting Limited Not upheldInsuranceDRN-5950462 The complaint Mr D complains First Central Underwriting Limited (First Central) unfairly settled his claim on his motor insurance policy after his car was classed as a total loss. He also said there had been delays to his claim. First Central are the underwriters of this po... (3 pages)View decision -
Decision Reference DRN-6073814
13 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6073814 The complaint Mr M’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 him under Section 140A of the Consumer Credit... (9 pages)View decision -
Decision Reference DRN-5659037
13 Jan 2026 PDL Finance Limited Not upheldConsumer CreditDRN-5659037 The complaint Mr W complains PDL Finance Limited trading as Mr Lender (“Mr Lender”) gave him a loan without carrying out sufficient affordability checks. Had better checks been made it would’ve seen the loan wasn’t affordable for him. What happened Mr W was granted an insta... (3 pages)View decision -
Decision Reference DRN-5895089
13 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5895089 The complaint Mr W has complained that Monzo Bank Ltd unfairly closed his account. What happened Mr W had an account with Monzo, with an overdraft limit of £500. In May 2025, Monzo received a bankruptcy proposal from the Insolvency Service, and told Mr W that, if the proposa... (3 pages)View decision