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 179851 results
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Decision Reference DRN-6149058
12 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6149058 The complaint Mrs L’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (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 19... (2 pages)View decision -
Decision Reference DRN-6148166
12 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6148166 The complaint Mr L complains that Barclays Bank UK PLC (Barclays) restricted his personal and business account and loaded a fraud marker against him. What happened Mr L had a personal and business account with Barclays. Mr L was a sole trader and held the business account fo... (5 pages)View decision -
Decision Reference DRN-6093903
12 Feb 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6093903 The complaint Mr E is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited trading as BMW Financial Services (‘BMWFS’) was of an unsatisfactory quality. What happened In July 2024, Mr E was supplied with a new car throu... (3 pages)View decision -
Decision Reference DRN-5800629
12 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5800629 The complaint Miss V’s complaint concerns Lloyds Bank PLC’s refusal to refund money she lost to an alleged purchase scam. While this complaint concerns payments made from Miss V’s account, they were instructed by and related to a purchase made by Miss V’s partner ‘Mr S’, who... (4 pages)View decision -
Decision Reference DRN-6125715
12 Feb 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6125715 The complaint Mr M complains that TSB Bank plc (“TSB”) closed his account without providing him with an explanation as to why and is unhappy at the way TSB handled his complaint. In particular, Mr M is unhappy TSB closed his account and removed his online and mobile banking ... (4 pages)View decision -
Decision Reference DRN-5800653
12 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5800653 The complaint Mr S’s complaint concerns Barclays Bank UK PLC’s refusal to refund money he lost to an alleged purchase scam. What happened The background to this complaint is familiar to both parties – and has been set out in detail by our Investigator - and so I’ll only refe... (4 pages)View decision -
Decision Reference DRN-6148960
12 Feb 2026 Lendable Ltd UpheldBanking and PaymentsDRN-6148960 The complaint Mx B complains that Lendable Ltd trading as Zable (“Zable”) has failed to help her recover money she paid for a hotel booking that she says was misrepresented to her. Mx B is also unhappy about the conduct of one of Zable’s staff members. I am partially uphold... (5 pages)View decision -
Decision Reference DRN-6089410
12 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6089410 The complaint Ms O complains NewDay Ltd trading as Aqua unfairly terminated her credit card account. What happened Ms O held a credit card account with Aqua. In September 2025, Ms O contacted Aqua as her circumstances had changed, meaning she wasn’t able to maintain her con... (3 pages)View decision -
Decision Reference DRN-6148809
12 Feb 2026 ZILCH TECHNOLOGY LIMITED UpheldBanking and PaymentsDRN-6148809 The complaint Miss B complains that Zilch Technology Limited blocked her account and would not let her close it. Zilch says that was because there was an outstanding balance which Miss B needed to pay before the account could be closed. What happened Miss B had a Zilch card.... (3 pages)View decision -
Decision Reference DRN-5956214
12 Feb 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5956214 The complaint Mr and Mrs A complain Lloyds Bank Plc (“Lloyds”) won’t refund the money they lost to an investment scam. As this complaint is about payments made from Mr A’s sole account, for ease, I will only refer to him throughout. What happened The detailed background to t... (5 pages)View decision