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 392389 results
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Decision Reference DRN-6062532
8 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6062532 The complaint Miss R complains that Barclays Bank UK PLC failed to remove her from a joint account when it should have, meaning her new address may have been visible to her abusive ex- partner. What happened In 2019 Miss R left a domestic abuse relationship while pregnant. M... (6 pages)View decision -
Decision Reference DRN-6025265
8 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6025265 The complaint Mr and Mrs P’s complaint is, in essence, that First Holiday Finance Ltd (‘FHF’) 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) dec... (12 pages)View decision -
Decision Reference DRN-5915458
8 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5915458 The complaint Ms H complains that HSBC UK Bank Plc lists her as ‘Miss’ on her account, rather than Ms. She also complains about the general service received while trying to resolve the issue, and has raised concerns about discrimination. What happened Ms H holds a business a... (4 pages)View decision -
Decision Reference DRN-5793071
8 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5793071 The complaint Miss W complains that Monzo Bank Ltd closed her account, caused her to go into her unarranged overdraft, and incorrectly reported her credit history to the credit reference agencies. What happened Miss W held a current account with Monzo, with a £600 overdraft ... (4 pages)View decision -
Decision Reference DRN-6062329
8 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6062329 The complaint Mr M complains that Monzo Bank Ltd discriminated against him by closing his current account after he told it about his disability. He also complains about its handling of his requests for the information it holds about him. What happened Mr M had a current acc... (2 pages)View decision -
Decision Reference DRN-5955318
8 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5955318 The complaint Mr R and Ms K’s complaint is, in essence, that First Holiday Finance Ltd (‘FHF’) 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) de... (13 pages)View decision -
Decision Reference DRN-5755328
8 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5755328 The complaint Ms S complains that Revolut Ltd won’t refund the money she lost when she fell victim to an authorised push payment scam. In bringing this complaint Ms S is supported by a professional representative I’ll refer to as “O”. What happened The background to this com... (4 pages)View decision -
Decision Reference DRN-6062372
8 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6062372 The complaint Mr M complains about the way Revolut Ltd mishandled his request to cash in some of the loyalty points he’d earned on his current account. What happened Mr M has a current account with Revolut and earns loyalty points by making eligible card payments, as well as... (3 pages)View decision -
Decision Reference DRN-6023739
8 Jan 2026 Tradex Insurance Company PLC UpheldInsuranceDRN-6023739 The complaint Mr R complains about Tradex Insurance Company PLC’s service when handling a claim on his motor insurance policy. Amongst other things, he thinks it undervalued his car. Tradex is the policy underwriter, which means it is responsible for decisions on claims agai... (5 pages)View decision -
Decision Reference DRN-5891070
8 Jan 2026 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5891070 The complaint Mr W complains PRA Group (UK) Limited trading as PRA Group: • Bought his account when the original debt was irresponsibly lent • Have said they’d only consider closing the account if he provides a significant amount of additional information • Haven’t offered a... (3 pages)View decision