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-6000698
2 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6000698 The complaint Mr N complains that American Express Services Europe Limited (“Amex”) charged him a membership fee, did not honour a one-month grace period and failed to enable contact with his relationship manager in the lead up to the closure of his account. What happened M... (3 pages)View decision -
Decision Reference DRN-6044685
2 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6044685 The complaint Mr C complains about the way in which Nationwide Building Society handled the closure of his account. As a result, he says he has missed out on a Fairer Sharer payment of £100. What happened Mr C held a current account with Nationwide. Nationwide is a mutually ... (2 pages)View decision -
Decision Reference DRN-5804585
2 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5804585 The complaint Mrs D’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 her under Section 140A of the Consumer Credi... (8 pages)View decision -
Decision Reference DRN-6034064
2 Jan 2026 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-6034064 The complaint Mr T complains that MONEYBARN NO.1 LIMITED trading as Moneybarn approved a vehicle finance agreement in 2015 which he says he could not afford to repay. What happened This is a short summary as a significant part of the complaint has been agreed between the pa... (2 pages)View decision -
Decision Reference DRN-6019703
2 Jan 2026 OneSavings Bank Plc Not upheldBanking and PaymentsDRN-6019703 The complaint S, a limited company, complains about what happened when it tried to pay a lump sum towards its mortgage with OneSavings Bank Plc trading as Kent Reliance, because Kent couldn’t estimate its new payments, and wrongly charged an Early Repayment Charge. Ms H brin... (3 pages)View decision -
Decision Reference DRN-6019890
2 Jan 2026 Brent Shrine Credit Union Limited Not upheldBanking and PaymentsDRN-6019890 The complaint Mr A complains about the service he received from Brent Shrine Credit Union Limited trading as My Community Bank (“MCB”) when it failed to stop a scheduled Direct Debit. Mr A says this resulted in his current account being put into unauthorised overdraft. What ... (2 pages)View decision -
Decision Reference DRN-6051239
2 Jan 2026 Admiral Financial Services Limited Not upheldConsumer CreditDRN-6051239 The complaint Miss A complains that Admiral Financial Services Limited (Admiral) lent to her irresponsibly. What happened Miss A took out a loan with Admiral in February 2023 for home improvements. The loan was for £7,500 over 60 months with a repayment of £225.19 a month. ... (3 pages)View decision -
Decision Reference DRN-6033426
2 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6033426 The complaint Miss P complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to an investment scam. She’s represented by a Claims Management Company. For simplicity, I’ll refer to Miss P throughout this decision. What happened The background is known to both p... (4 pages)View decision -
Decision Reference DRN-5998458
2 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5998458 The complaint The executors of the late Ms M’s estate complain that Clydesdale Bank Plc trading as Virgin Money (“VM”) withdraw from the role of executor resulting in delays to the administration of her estate. In particular, the executors say it delayed the return of the or... (3 pages)View decision -
Decision Reference DRN-5558598
2 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5558598 The complaint Mr W is complaining that Revolut Ltd won’t refund a payment he says he didn’t authorise, when he fell victim to a scam. What happened Mr W says that he received a scam phone call on 8 December 2024. The caller said they were calling from his bank and Mr W says ... (3 pages)View decision