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-5888508
28 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5888508 The complaint Mr J complains Revolut Ltd (“Revolut”) hasn’t refunded funds he said he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key details here. Mr J said he made several payme... (2 pages)View decision -
Decision Reference DRN-6011762
28 Jan 2026 Madison CF UK Limited Not upheldBanking and PaymentsDRN-6011762 The complaint Miss D complains that Madison CF UK Limited trading as 118 118 Money irresponsibly lent to her. What happened Miss D was approved for a 118 118 Money credit card in December 2021, with a £1,200 credit limit. Miss D says this was irresponsibly lent to her, and s... (3 pages)View decision -
Decision Reference DRN-6110487
28 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6110487 The complaint Mr S complains that Nationwide Building Society unfairly placed an adverse fraud marker against his name. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In October 2021, Mr S applied fo... (3 pages)View decision -
Decision Reference DRN-6042132
28 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6042132 The complaint Mr L complains that Revolut Ltd won’t refund the full amount of money he says he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of bo... (2 pages)View decision -
Decision Reference DRN-5800907
28 Jan 2026 Northern Bank Limited Not upheldBanking and PaymentsDRN-5800907 The complaint Mr D complains that Northern Bank Limited trading as Danske Bank (NBL) incorrectly registered a late payment marker and default against him. What happened Mr D had a credit card account with NBL. He said he didn’t receive his credit card statement (no. 224) dat... (2 pages)View decision -
Decision Reference DRN-5988891
28 Jan 2026 Santander UK Plc UpheldMortgagesDRN-5988891 The complaint Mr M complains that Santander UK Plc did not treat him fairly when the term of his interest only mortgage ended. What happened In 2012, Mr M took out an interest only mortgage with Santander. The term ended in March 2023. Both before and after the term ended he... (3 pages)View decision -
Decision Reference DRN-6101961
28 Jan 2026 Western Circle Ltd Not upheldConsumer CreditDRN-6101961 The complaint Mrs E has complained that Western Circle Ltd trading as Cashfloat (“Cashfloat”) irresponsibly provided a loan due to the amount of adverse payment information on her credit file. What happened A summary of Mrs E’s borrowing can be found below: loan number loa... (4 pages)View decision -
Decision Reference DRN-5834160
28 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5834160 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding again... (12 pages)View decision -
Decision Reference DRN-6055215
28 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6055215 The complaint Mr N complains about a letter he received from Capital One (Europe) plc in relation to a balance on his account. What happened Mr N holds a credit card account with Capital One. On 15 October 2025 Mr N received a letter advising him that there was a balance of ... (2 pages)View decision -
Decision Reference DRN-6110635
28 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6110635 The complaint Mr G complains that MONEYBARN NO.1 LIMITED (Moneybarn) failed to carry out good and proper affordability checks prior to lending to him, adding that he was in a debt management plan (DMP) at the time of taking out the finance. What happened In March 2020, Mr G ... (6 pages)View decision