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 393318 results
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Decision Reference DRN-5912529
20 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5912529 The complaint Mr D complains that Revolut Ltd has declined to reimburse payments made in relation to a scam. What happened In August 2025, Mr D was contacted by a scammer impersonating a hotel he had a booking with. As part of this he was tricked into approving two payments ... (3 pages)View decision -
Decision Reference DRN-6091027
20 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6091027 The complaint Mr R complains that Santander UK Plc (‘Santander’) won’t refund the money he lost after falling victim to a scam. What happened In 2022, Mr R noticed adverts about cryptocurrency investments. Looking online, he found an advert for a company I’ll refer to as V.... (7 pages)View decision -
Decision Reference DRN-6089151
20 Jan 2026 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-6089151 The complaint Mr B complains that a car acquired under a hire purchase agreement with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBF”) wasn’t of satisfactory quality when it was supplied to him. What happened Both parties are familiar wit... (4 pages)View decision -
Decision Reference DRN-6088940
20 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6088940 The complaint Mr C’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-6090736
20 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6090736 The complaint Mr K’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 him under Section 140A of the Consumer Credit Act 197... (12 pages)View decision -
Decision Reference DRN-6090779
20 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6090779 The complaint Mr B’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance 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) (t... (13 pages)View decision -
Decision Reference DRN-6089741
20 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6089741 The complaint Mr H 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 them under Section 140A of the Consumer Credit ... (13 pages)View decision -
Decision Reference DRN-5215529
20 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5215529 The complaint Mrs T’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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (10 pages)View decision -
Decision Reference DRN-6053596
20 Jan 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6053596 The complaint Mr A complains about Aviva Insurance Limited (“Aviva”) and their failure to reduce his motor insurance policy premium, after an outstanding claim was closed as “non-fault”. What happened The claim and complaint circumstances are well known to both parties. So, ... (3 pages)View decision -
Decision Reference DRN-6086331
20 Jan 2026 Hiscox Insurance Company Limited Not upheldInsuranceDRN-6086331 The complaint A limited company, which I will refer to as C in this decision, has complained about the handling of a claim by Hiscox Insurance Company Limited, made for business interruption losses under its business insurance policy. Mr C, as a director of C, has brought th... (6 pages)View decision