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-5878553
9 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5878553 The complaint Mr L complains that Lloyds Bank PLC declined his application to upgrade his account. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focus on giving my reasons f... (2 pages)View decision -
Decision Reference DRN-5912942
9 Feb 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5912942 The complaint Ms D complains that Lloyds Bank PLC repeatedly failed to enforce a merchant block she had placed on her account over three years before. And about a ‘security breach involving tokenised card data from a reissued card’. Ms D also complains about the mishandling... (4 pages)View decision -
Decision Reference DRN-6115939
9 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6115939 The complaint Mr K complains HSBC UK Bank PLC (“HSBC”) failed to protect him from financial harm when he fell victim to a scam. Mr K has appointed a professional representative who brought this complaint on his behalf. However, for ease, I will simply refer to “Mr K” through... (4 pages)View decision -
Decision Reference DRN-6135044
9 Feb 2026 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-6135044 The complaint Mr L complains that Sainsbury's Bank Plc was irresponsible in its lending to him. He wants all interest on his loans refunded as well as a gesture of goodwill to reflect the impact this has had on him. What happened Mr L was provided with two loans by Sain... (6 pages)View decision -
Decision Reference DRN-5783704
9 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5783704 The complaint Miss D has complained that Barclays Bank UK PLC trading as Tesco Bank hasn’t helped her get a refund for a purchase made using her Tesco credit card. What happened My provisional decision of 23 January 2026 set out the background to this complaint: “In August ... (5 pages)View decision -
Decision Reference DRN-6133059
9 Feb 2026 Bank of Scotland Plc Not upheldConsumer CreditDRN-6133059 The complaint Miss D has complained that Bank of Scotland Plc, trading as Halifax, were irresponsible in providing her with a loan in November 2024. What happened Halifax provided Miss D with a loan for £4,409 in November 2024, requiring monthly repayments of £420.96 for twe... (2 pages)View decision -
Decision Reference DRN-6129932
9 Feb 2026 Startline Motor Finance Limited Not upheldConsumer CreditDRN-6129932 The complaint Miss I says STARTLINE MOTOR FINANCE LIMITED (Startline) were unreasonable to report a missed payment to her credit file. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the... (2 pages)View decision -
Decision Reference DRN-5947487
9 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5947487 The complaint Mr A has complained that Wise Payments Limited (Wise) won’t refund money he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my deci... (3 pages)View decision -
Decision Reference DRN-6005232
9 Feb 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-6005232 The complaint Mr T complains that Metro Bank PLC froze his bank account after he received a payment. Mr T has made the complaint with the assistance of a representative, Mr W. To make my decision easier to read, I will sometimes refer to Mr T even when it was Mr W that said ... (3 pages)View decision -
Decision Reference DRN-6137969
9 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6137969 The complaint Mr and Mrs B’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)... (7 pages)View decision