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-6067503
26 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6067503 The complaint Ms D complains that HSBC UK Bank Plc won’t refund the full amount of money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both... (2 pages)View decision -
Decision Reference DRN-6064258
26 Jan 2026 Rooftop Mortgages Limited Not upheldMortgagesDRN-6064258 The complaint This complaint is about an unregulated mortgage that Mr L holds, currently with Rooftop Mortgages Limited (RML). The complaint originates from Mr L’s acquisition in 2007 of a buy-to-let (BTL) property. There are several strands to Mr L’s complaint, and his diss... (4 pages)View decision -
Decision Reference DRN-5834168
26 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5834168 The complaint Mr and Mrs R’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-6060766
26 Jan 2026 The Mortgage Business Plc Not upheldMortgagesDRN-6060766 The complaint This complaint is about an unregulated buy-to-let (BTL) mortgage that Mr C took out in 2006 with The Mortgage Business Plc (TMB). The complaint originates from Mr C’s purchase of a new-build flat from a developer. There are several strands to Mr C’s complaint, ... (4 pages)View decision -
Decision Reference DRN-5858771
26 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5858771 The complaint Mr G complains that Nationwide Building Society unfairly restricted and later closed his account. He’s also unhappy that some of the funds in his account have been withheld by Nationwide. What happened In September 2024, Nationwide restricted the account and co... (2 pages)View decision -
Decision Reference DRN-6084055
26 Jan 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6084055 The complaint This complaint’s about a mortgage that Mr N holds with Bank of Scotland plc (BOS). Mr N complains that he was evicted from the mortgaged property unfairly, and that BOS went back on an undertaking to return the property if he cleared the arrears. What happened... (2 pages)View decision -
Decision Reference DRN-5996678
26 Jan 2026 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5996678 The complaint Mr H complains that a car he acquired through a hire purchase agreement financed by SECURE TRUST BANK PUBLIC LIMITED COMPANY trading as V12 Vehicle Finance (‘V12 Vehicle Finance’) is of unsatisfactory quality. What happened The parties are familiar with the bac... (4 pages)View decision -
Decision Reference DRN-6104706
26 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6104706 The complaint Mr F complains that Lloyds Bank PLC (“Lloyds”) provided him with an overdraft facility, and subsequent increases, that were unaffordable. What happened In July 2022 Mr F applied for an overdraft facility with Lloyds. It was approved, and he was initially provid... (5 pages)View decision -
Decision Reference DRN-6103673
26 Jan 2026 Creation Consumer Finance Limited Not upheldConsumer CreditDRN-6103673 The complaint Mrs P complains about the way Creation Consumer Finance Limited (‘Creation’), handled her credit account. What happened In early 2022, Mrs P bought a computer from a retailer which was funded under a credit agreement (the ‘agreement’) with Creation. This had an... (2 pages)View decision -
Decision Reference DRN-6025887
26 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6025887 The complaint Mr Y complains that Lloyds Bank PLC (as the recipient bank) didn’t do enough to prevent the loss he suffered when he says he was scammed by one of their accountholders. Mr Y has used a representative to bring his complaint. But, for ease of reading, I’ll mostl... (3 pages)View decision