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-5724074
6 Jan 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-5724074 The complaint Mr D is unhappy that Starling Bank Limited will not reimburse him after he was the victim of a scam. He is also unhappy with the service he received when he reported the scam. What happened Mr D and his family wanted to purchase flight tickets for a specific ev... (4 pages)View decision -
Decision Reference DRN-5576897
6 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5576897 The complaint Mr P complains that HSBC UK Bank Plc did not refund a series of payments he says he did not authorise. What happened Both parties are aware of the circumstances of the complaint, so I won’t repeat them again in detail here. In summary, Mr P says his phone was ... (2 pages)View decision -
Decision Reference DRN-5864079
6 Jan 2026 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5864079 The complaint N has complained about how Barclays Bank Plc trading as Barclaycard (Barclaycard) handled a refund claim they made. What happened As all parties are familiar with this complaint, I’ll only summarise the key background where necessary within my findings below. W... (4 pages)View decision -
Decision Reference DRN-6054889
6 Jan 2026 Telefonica UK Limited Not upheldConsumer CreditDRN-6054889 The complaint Mr W has complained about how Telefonica UK Limited trading as O2 (O2) handled his request for help when the phone it supplied developed a fault. What happened In December 2023, Mr W entered into a Fixed Sum Loan Agreement with O2, for the supply of a new mobi... (4 pages)View decision -
Decision Reference DRN-6002837
6 Jan 2026 MBNA Limited UpheldConsumer CreditDRN-6002837 The complaint Mr H, represented by his wife Mrs H, has complained that MBNA Limited were irresponsible when providing him with a loan. What happened MBNA provided Mr H with a loan for £25,000 in April 2023, requiring monthly payments of around £460 per month for six years. M... (3 pages)View decision -
Decision Reference DRN-6057061
6 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6057061 The complaint Miss W’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 and her former partner who I am very sorry to hear has since passed away) under Section 1... (13 pages)View decision -
Decision Reference DRN-5831366
6 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5831366 The complaint Mr C and Miss W complain that Barclays Bank UK Plc ignored their request that their joint account be administered by one person, observing their contact preferences, with no marketing material sent. For ease of reference I have only referred to Mr C below. Wha... (3 pages)View decision -
Decision Reference DRN-6017494
6 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6017494 The complaint A limited company ‘P’ complains that Barclays Bank UK Plc won’t refund what it says are unauthorised transfers 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, where I mean ... (2 pages)View decision -
Decision Reference DRN-6046723
6 Jan 2026 ONMO Limited UpheldBanking and PaymentsDRN-6046723 The complaint ONMO Limited (‘ONMO’) provided Mr R with a credit card. Mr R says that ONMO mismanaged his account in relation to a debt management plan and issues he was having with gambling. So it didn’t ensure the card was still affordable to him. What happened I’ve consid... (2 pages)View decision -
Decision Reference DRN-5854769
6 Jan 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-5854769 The complaint Mr C complains that Starling Bank Limited called him outside of his preferred times and is also unhappy that Starling’s staff appear to have viewed his social media profile. He seeks compensation for the upset and inconvenience caused. What happened Mr C raise... (3 pages)View decision