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 384133 results
-
Decision Reference DRN-5989421
2 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5989421 The complaint Mr K’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (12 pages)View decision -
Decision Reference DRN-5811249
2 Dec 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5811249 The complaint Mr H complains that Lloyds Bank PLC didn’t refund a payment he made using his credit card. What happened Given the facts of this complaint are well known to both parties, I won’t go over every detail here; instead, I’ll summarise the key events up until this p... (5 pages)View decision -
Decision Reference DRN-5393413
2 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5393413 The complaint Mr A complains that Barclays Bank UK PLC withheld funds from him following the closure of his bank account. What happened Mr A had a current account with Barclays, but in September 2024 received a letter restricting his account explaining it needed some informa... (3 pages)View decision -
Decision Reference DRN-5711772
2 Dec 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5711772 The complaint Miss O complains about issues she suffered with her credit agreement/account with Creation Consumer Finance Ltd (“Creation”). What happened Miss O has told us that she purchased some electrical equipment from a retailer in December 2024 but later realised that ... (2 pages)View decision -
Decision Reference DRN-5357927
2 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5357927 The complaint Mrs S complains that Revolut Ltd won’t refund money she lost when she was a victim of an impersonation scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. On 7 January 2025, Mrs S re... (3 pages)View decision -
Decision Reference DRN-5954316
2 Dec 2025 FIL Investment Services (UK) Limited Not upheldPensions and AnnuitiesDRN-5954316 The complaint Mr P complains about how FIL Investment Services (UK) Limited (“Fidelity”) has administered his pension plan. In particular he complains that it wasn’t made sufficiently clear that the pension plan he held could not be used for drawdown, and that Fidelity acted... (3 pages)View decision -
Decision Reference DRN-5943863
2 Dec 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5943863 The complaint Mrs E complains that Clydesdale Bank Plc, trading as Virgin Money, blocked her credit card without notice. What happened Mrs E held a credit card with Virgin Money. In July 2025, the credit card was restricted; Virgin Money did so after Mrs E had made a compla... (3 pages)View decision -
Decision Reference DRN-5732493
2 Dec 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5732493 The complaint Mr P complains that MotoNovo Finance Limited, trading as MotoNovo Finance, lent to him irresponsibly. What happened In 2019, Mr P entered a finance agreement with MotoNovo Finance; it was to help fund the purchase of a car. The agreement was for a cash price o... (3 pages)View decision -
Decision Reference DRN-5991608
2 Dec 2025 Rixon Matthews Appleyard (Financial Services) Limited UpheldPensions and AnnuitiesDRN-5991608 The complaint The trustees of the P trust, who I’ll refer to as Mr and Mrs F, complain about Rixon Matthews Appleyard (Financial Services) Limited (“Rixons”). Mr and Mrs F say that Mr L of Rixons gave them unsuitable advice to use money in their Small Self-Administered Sche... (25 pages)View decision -
Decision Reference DRN-5831620
2 Dec 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5831620 The complaint Mr R complains that a fraud alert was triggered on his TSB Bank plc trading as TSB card when he tried to pay his council tax. What happened Mr R tried to pay his council tax using his TSB card. This was declined, and Mr R received a text message asking him to c... (2 pages)View decision
