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 392389 results
-
Decision Reference DRN-5786123
30 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5786123 The complaint Mr N complains that HSBC UK Bank Plc (‘HSBC’) declined to reimburse him when he says that he fell victim to a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened here. But, ... (5 pages)View decision -
Decision Reference DRN-6118262
30 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6118262 The complaint Mr E complains that HSBC UK Bank Plc (‘HSBC’) acted irresponsibly by providing him with increases to an overdraft facility in September 2019. What happened HSBC agreed to give Mr E several increases to his overdraft in September 2019, when it went from £50 to ... (2 pages)View decision -
Decision Reference DRN-5927562
30 Jan 2026 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5927562 The complaint Mr G complains that Secure Trust Bank Public Limited Company trading as Moneyway (Moneyway) lent to him irresponsibly. What happened Mr G took out a motor finance agreement for £9,000 over 52 months with Moneyway, in February 2017. The monthly repayments were ... (4 pages)View decision -
Decision Reference DRN-6063273
30 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6063273 The complaint Mrs and Mr H’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)... (6 pages)View decision -
Decision Reference DRN-6005572
30 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6005572 The complaint Mr M complains that Monzo Bank Ltd has unfairly refused to refund him money he says he lost in an investment scam. Mr M is being represented by a professional representative, but for ease of reading I’ve just referred to Mr M. What happened The circumstances su... (4 pages)View decision -
Decision Reference DRN-6087224
30 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6087224 The complaint Mr L’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 them under Section 140A of the Consumer Credit Act 1974... (10 pages)View decision -
Decision Reference DRN-5964950
30 Jan 2026 Squareup Europe Ltd UpheldBanking and PaymentsDRN-5964950 The complaint Mr H, a sole trader, complains that Squareup Europe Ltd closed his merchant account and withheld the funds it contained, upon receipt of a large credit. Mr H complains the funds were released later than they should have been, and not without further effort on h... (2 pages)View decision -
Decision Reference DRN-6118027
30 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6118027 The complaint Mr T and Mrs W’s complaint is, in essence, that First Holiday Finance Ltd (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’) an... (9 pages)View decision -
Decision Reference DRN-5864425
30 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5864425 The complaint Mr A has complained that U K Insurance Limited trading as Direct Line failed to notify him that his car insurance policy was due to renew and failed to renew it. What happened Mr A bought a car insurance policy with UKI. In January 2024 he removed the auto rene... (2 pages)View decision -
Decision Reference DRN-5855211
30 Jan 2026 Neos Ventures Limited Not upheldInsuranceDRN-5855211 The complaint Mr B complains Neos Ventures Limited (Neos) mis-sold him a contents insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. In 2024 Mr B called Neos to ask about purchasing a contents... (2 pages)View decision