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 387322 results
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Decision Reference DRN-6052852
5 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6052852 The complaint Mr H complains that Lloyds Bank PLC (“Lloyds”) hasn’t protected him from losing money to fraudulent gambling websites. He says Lloyds has acted irresponsibly in allowing him to use his bank account to gamble in a compulsive and problematic way. What happened T... (4 pages)View decision -
Decision Reference DRN-5989170
5 Jan 2026 EE Limited Not upheldConsumer CreditDRN-5989170 The complaint Mrs B complains that EE Limited trading as EE (“EE”) failed to deliver a new mobile phone and delayed removing the contract from her account. What happened Mrs B has a fixed sum loan agreement with EE for the provision of a mobile phone. She was entitled to an ... (2 pages)View decision -
Decision Reference DRN-6053251
5 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6053251 The complaint Mrs B’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (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) d... (10 pages)View decision -
Decision Reference DRN-6046395
5 Jan 2026 Vitality Health Limited UpheldInsuranceDRN-6046395 The complaint Mr and Mrs D complain that Vitality Health Limited is pursuing them for a debt, and cancelled a private medical insurance policy, for premiums which they say they never agreed to pay. What happened Mr D held a private medical insurance policy, provided by Vital... (5 pages)View decision -
Decision Reference DRN-6053186
5 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6053186 The complaint Ms G and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What hap... (9 pages)View decision -
Decision Reference DRN-5876367
5 Jan 2026 Glow Financial Services Limited Not upheldConsumer CreditDRN-5876367 The complaint Miss L complains that Glow Financial Services Limited trading as Samsung Finance (Glow) rejected her claim for recompense in respect of a faulty phone. What happened Miss L purchased a mobile phone in August 2023 at a cost of £944.10 which was funded by an inte... (2 pages)View decision -
Decision Reference DRN-6017916
5 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6017916 The complaint Mr W complains that Bank of Scotland plc trading as Halifax (“Halifax”) acted irresponsibly when it allowed him to increase his overdraft limits because had it conducted proportionate checks it would have seen it wasn’t affordable or sustainable. Mr C has also... (3 pages)View decision -
Decision Reference DRN-6048921
5 Jan 2026 Lloyds Bank PLC Not upheldConsumer CreditDRN-6048921 The complaint Mr P complains that Lloyds Bank PLC lent to him irresponsibly. What happened Mr P has applied for and received three loans with Lloyds as follows: Date Amount Repayment Defaulted Closed Loan 1April 2013 £10,000 £206.64 September 2017 Loan 2April 2014 £1,500£14... (3 pages)View decision -
Decision Reference DRN-6052993
5 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6052993 The complaint Miss R is being represented by solicitors. She’s complaining about Santander UK Plc because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss R fell victim to an investment scam after she responded to an advert on social media... (4 pages)View decision -
Decision Reference DRN-6052893
5 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6052893 The complaint Miss B is being represented by her partner. She’s complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. For the sake of convenience, I’ll refer to any comments from her partner as having come from Miss B herself. Wh... (6 pages)View decision