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-5962819
5 Feb 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-5962819 The complaint Mrs D complains Starling Bank Limited (“Starling”) declined her applications for a savings account, without an explanation of why she failed its eligibility criteria. What happened The details of this complaint are well known to both parties, so I will not rep... (2 pages)View decision -
Decision Reference DRN-6025146
5 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6025146 The complaint Mr A complains on behalf of his son Mr R, that Lloyds Bank PLC haven’t handled his savings account appropriately. What happened In July 2025, Mr A visited his local branch to discuss his son’s account and find out why he hadn’t received the paying-in books he’d... (2 pages)View decision -
Decision Reference DRN-5926659
5 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5926659 The complaint Mrs J complains Lloyds Bank PLC has blocked her online banking, asked her to go to branch repeatedly and has treated her poorly. What happened Mrs J has an account with Lloyds Bank. Mrs J’s daughter says that Lloyds Bank blocked her mother’s online banking afte... (2 pages)View decision -
Decision Reference DRN-6131792
5 Feb 2026 Kroo Bank Ltd UpheldBanking and PaymentsDRN-6131792 The complaint Mrs D complains that Kroo Bank Ltd has declined to refund disputed transactions that were made from her account after she fell victim to a scam. What happened On 20 August 2024, Mrs D received a call from someone claiming to be from a well-known online marketpl... (4 pages)View decision -
Decision Reference DRN-5930731
5 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5930731 The complaint Mr G has complained that Bank of Scotland plc trading as Halifax “Halifax” declined his claim for money back in relation to energy equipment he purchased. What happened In August 2024, Mr G bought a range of energy equipment for his home from a supplier I’ll r... (4 pages)View decision -
Decision Reference DRN-6026193
5 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6026193 The complaint Mrs H complains that Lloyds Bank PLC (‘Lloyds’) irresponsibly granted her a credit card she couldn’t afford to repay. What happened In December 2012 Mrs H entered into an agreement with Lloyds to have access to credit by way of a credit card account. She was g... (3 pages)View decision -
Decision Reference DRN-5898187
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5898187 The complaint Mrs D’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 under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (9 pages)View decision -
Decision Reference DRN-6014404
5 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6014404 The complaint Mr S complaints HSBC Bank UK Plc wrongly recorded a default against him, and this caused severe distress and inconvenience. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr S held ... (3 pages)View decision -
Decision Reference DRN-6123807
5 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6123807 The complaint Mrs H complains about the service she received from American Express Europe Limited (AMEX). A family member is representing Mrs H but to keep things simple, I will refer to Mrs H throughout my decision. What happened • Mrs H is a customer of AMEX. In July 2025,... (3 pages)View decision -
Decision Reference DRN-6131888
5 Feb 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-6131888 The complaint Miss R is unhappy that Lendable Ltd trading as Zable refused to refund transactions she said she didn’t authorise. What happened Miss R contacted Zable on 23 September 2024 to dispute 12 transactions totalling just over £550 carried out from December 2023 to Ma... (3 pages)View decision