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 179155 results
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Decision Reference DRN-5992995
27 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5992995 The complaint Mr O complains that Capital One (Europe) plc irresponsibly lent to him. What happened Mr O was approved for a Capital One credit card in January 2020, (which I will refer to as A in this decision). The initial credit limit on A was £200, and the credit limit on... (4 pages)View decision -
Decision Reference DRN-6079565
27 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6079565 The complaint Mr B complains that Santander UK Plc (“Santander”) failed to remove his ex-partner from his current and savings account and won’t do this without him providing an updated photo ID. What happened In March 2024 Mr B contacted Santander regarding the removal of hi... (3 pages)View decision -
Decision Reference DRN-5969745
27 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5969745 The complaint Mr W’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit... (14 pages)View decision -
Decision Reference DRN-5894281
27 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5894281 The Complaint Mr P’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the... (12 pages)View decision -
Decision Reference DRN-6046197
27 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6046197 The complaint Miss C complains that American Express Services Europe Limited (Amex) irresponsibly lent to her. What happened Miss C was approved for an Amex credit card in September 2021, with a £8,000 credit limit. Miss C says Amex irresponsibly lent to her. Miss C made a c... (2 pages)View decision -
Decision Reference DRN-6056161
27 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6056161 The complaint Mr D complains about the service he received from Starling Bank Limited (“Starling”) when he encountered difficulties making contactless card payments abroad. Mr D is also unhappy at the service he received from Starling in handling his complaint and believes t... (3 pages)View decision -
Decision Reference DRN-5971646
27 Jan 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-5971646 The complaint Mr R on behalf of C, complains Starling Bank Limited (“Starling”) declined his application for a business account without an explanation of why he failed its eligibility criteria. What happened The details of this complaint are well known by both parties, so I... (3 pages)View decision -
Decision Reference DRN-6097616
27 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6097616 The complaint Miss R’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) decidi... (10 pages)View decision -
Decision Reference DRN-5872038
27 Jan 2026 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-5872038 The complaint Mr W complains about Shawbrook Bank Limited after he opened a fixed term savings account. What happened The events after Mr W attempted to open the account are well known to both parties so my aim will be to summarise for background. In March 2025, Mr W opene... (3 pages)View decision -
Decision Reference DRN-5857122
27 Jan 2026 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5857122 The complaint Mr Z complains that a car acquired under a hire purchase agreement with Startline Motor Finance Limited (“Startline”) wasn’t of satisfactory quality when it was supplied to him. What happened Both parties are familiar with the background of this complaint so I... (3 pages)View decision