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-6033447
26 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6033447 The complaint Mr M complains that Bank of Scotland plc trading as Halifax acted unreasonably when blocking a payment he was trying to make for a holiday booking. What happened On 28 August 2025, Mr M attempted to pay for a family holiday (for an amount over £8,000) using his... (3 pages)View decision -
Decision Reference DRN-5858886
26 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5858886 The complaint Mr A complains Revolut Ltd recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. What happened Mr A held an account with Revolut Ltd. In April 2025 he received a number of payments into his account from third parties, thr... (3 pages)View decision -
Decision Reference DRN-5748966
26 Jan 2026 MotoNovo Finance Limited UpheldConsumer CreditDRN-5748966 The complaint Mr M complains MotoNovo Finance Limited (MotoNovo) failed to conduct proportionate checks to assess his creditworthiness, prior to lending to him. Mr M is represented in this complaint by a claims management company but, for ease, I’ll refer to Mr M directly th... (4 pages)View decision -
Decision Reference DRN-5937409
26 Jan 2026 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5937409 The complaint Mr C has complained about the quality of a car provided on finance by N.I.I.B. Group Limited trading as Northridge Finance. What happened Both parties are familiar with the events, so I’ll briefly summarise them here. Northridge supplied Mr C with a used car o... (4 pages)View decision -
Decision Reference DRN-6106376
26 Jan 2026 Ulster Bank Ltd Not upheldConsumer CreditDRN-6106376 The complaint Mr F is unhappy that Ulster Bank Ltd (“UB”) have miscalculated the outstanding balance of his defaulted personal loan and with the service he’s received surrounding that. What happened Mr F has an outstanding balance on a defaulted personal loan with UB. As per... (3 pages)View decision -
Decision Reference DRN-5722998
26 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5722998 The complaint Mr Z says Barclays Bank UK PLC (“Barclays”) failed to protect him from financial harm when he fell victim to a scam. Mr Z has appointed a professional representative who has brought this complaint on his behalf. However, for ease, I will simply refer to “Mr Z” ... (4 pages)View decision -
Decision Reference DRN-5985116
26 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5985116 The complaint Mr and Mrs P’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding again... (14 pages)View decision -
Decision Reference DRN-6100346
26 Jan 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6100346 The complaint Mr K complains that he cannot access historic bank statements using the online service for his Nationwide Building Society current account. What happened Mr K spoke with Nationwide as he was having difficulty downloading certain historic bank statements. Nation... (3 pages)View decision -
Decision Reference DRN-5720815
26 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5720815 The complaint Ms O complains that Lloyds Bank Plc closed her accounts without giving a reason, and prevented her from switching her current account elsewhere. She’d like them to justify why they closed her accounts. What happened For clarity, this decision only concerns Ms ... (2 pages)View decision -
Decision Reference DRN-5933545
26 Jan 2026 Marsh Finance Limited Not upheldConsumer CreditDRN-5933545 The complaint Ms W’s complaint relates to problems she had with a car supplied to her by Marsh Finance Limited under a hire-purchase agreement. What happened Ms W entered into a hire-purchase agreement with Marsh Finance so she could get a car. The car was a little under te... (3 pages)View decision