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 391431 results
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Decision Reference DRN-5822369
6 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5822369 The complaint Mr H and Ms S’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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2... (14 pages)View decision -
Decision Reference DRN-5867796
6 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5867796 The complaint Mr A is unhappy that HSBC UK Bank PLC (trading as First Direct) won’t reimburse him after he reported being the victim of a scam. What happened Both parties are aware of what happened, so I will provide a brief summary. On 5 November 2022, Mr A entered into an... (4 pages)View decision -
Decision Reference DRN-6041160
6 Jan 2026 Whitechurch Securities Limited UpheldInvestmentsDRN-6041160 The complaint Mrs M has complained that Whitechurch Securities Limited (‘WSL’) didn’t provide her with the ongoing advice service she’d paid for in respect of her investments. What happened Mrs M met with an adviser from WSL in April 2018 as she held cash on deposit which s... (4 pages)View decision -
Decision Reference DRN-5631783
6 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5631783 The complaint Mr P complains that Santander UK Plc (Santander, hereinafter) won’t refund the full amount of money he says he lost to an investment scam. What happened Mr P says that he was introduced to a cryptocurrency trading investment I will refer to as H in October 20... (4 pages)View decision -
Decision Reference DRN-6057975
6 Jan 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6057975 The complaint Mr M is unhappy Zopa Bank Limited provided him with a loan that was unaffordable. He’s represented in his complaint but, for ease, I’ve written as if we’ve dealt with him directly throughout. What happened Zopa provided Mr M with a loan for £22,200 in March 20... (4 pages)View decision -
Decision Reference DRN-5924931
6 Jan 2026 Inter Partner Assistance SA UpheldInsuranceDRN-5924931 The complaint Mr G has complained that Inter Partner Assistance SA (IPA) declined a claim he made on a travel insurance policy. What happened Mr G was on a trip abroad in August 2024 when he became unwell and required emergency surgery. He therefore made a claim on the poli... (3 pages)View decision -
Decision Reference DRN-5907679
6 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5907679 The complaint Mr and Mrs M’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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (13 pages)View decision -
Decision Reference DRN-6057863
6 Jan 2026 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-6057863 The complaint Mr H complains eBay Commerce UK Ltd (Commerce) stopped him moving money from his sales to his bank account. What happened Mr H couldn’t move money from his eBay Marketplace (marketplace) balance to his bank account, and he messaged Commerce. Commerce told Mr ... (4 pages)View decision -
Decision Reference DRN-6057461
6 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6057461 The complaint A limited company ‘P’ complains that Barclays Bank UK Plc won’t refund what it says are unauthorised debit card payments made from its account. Mr A is P’s director and he brings the complaint on it’s behalf. For ease of reading, I’ll mostly just refer to Mr A... (2 pages)View decision -
Decision Reference DRN-6018560
6 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6018560 The complaint Ms W complains that Revolut Ltd allowed a payment to be made when she had frozen her account and didn’t provide support when she faced immediate financial hardship. What happened Ms W was abroad and hired a car. She has told Revolut and this service that the ca... (3 pages)View decision