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
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Decision Reference DRN-5914202
29 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5914202 The complaint Mr G complains that Monzo Bank Ltd is refusing to refund him the amount he says he lost as the result of a scam. Mr G is being represented by a third party. To keep things simple, I will refer to Mr G throughout my decision. What happened The background of this... (2 pages)View decision -
Decision Reference DRN-6114601
29 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6114601 The complaint Mr K complains that Starling Bank Limited trading as Starling Bank failed to prevent or investigate up to 3,000 disguised gambling payments processed through his account from October 2023 to June 2025. What happened Mr K has told us he suffered from a gambling ... (4 pages)View decision -
Decision Reference DRN-5947106
29 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5947106 The complaint Miss J has complained about the way Starling Bank Limited (“Starling”) dealt with a claim for money back in relation to jewellery she paid for using her Starling account. Having reviewed the complaint in its entirety, I am not upholding Miss J’s complaint so I... (5 pages)View decision -
Decision Reference DRN-6110700
29 Jan 2026 AutoProtect (MBI) Ltd Not upheldInsuranceDRN-6110700 The complaint Mrs J complains about AutoProtect (MBI) Ltd (“APL”) and the sale of her Guaranteed Asset Protection (“GAP”) insurance policy. Mrs J has been represented by her son, Mr J, during the claim and complaint process. For ease of reference, I will refer to any actions... (4 pages)View decision -
Decision Reference DRN-6078685
29 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6078685 The complaint Mr A complains that Barclays Bank UK PLC trading as Tesco Bank failed to respond to his write off request. What happened Mr A holds a credit card with Tesco Bank. In September 2022 Mr A contacted the bank and advised them about his ill health. Tesco Bank respon... (3 pages)View decision -
Decision Reference DRN-6011505
29 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6011505 The complaint Mr M’s complaint is, in essence, that Mitsubishi HC Capital Plc (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) decid... (10 pages)View decision -
Decision Reference DRN-5354745
29 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5354745 The complaint Miss M complains that Santander UK Plc (‘Santander’) will not refund the money she lost as a result of a scam. She is represented by a Claims Management Company. For simplicity, I’ll refer to Miss M throughout this complaint. What happened The background is a... (3 pages)View decision -
Decision Reference DRN-5859981
29 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5859981 The complaint Mr S complains that Revolut Ltd (‘Revolut’) hasn’t refunded a payment of £820.91 he made for flight tickets after falling victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brie... (3 pages)View decision -
Decision Reference DRN-6013819
29 Jan 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-6013819 The complaint Mr R complains Propel Holdings (UK) Limited trading as Quidmarket irresponsibly lent to him. What happened Quidmarket provided Mr R with a single loan in September 2023. The loan was for £600 and it was due to be repaid through six instalments (spread across 1... (5 pages)View decision -
Decision Reference DRN-6051687
29 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6051687 The complaint Mr 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 (2)... (3 pages)View decision