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-6003854
26 Jan 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6003854 Complaint Miss W has complained about a loan Oakbrook Finance Limited (trading as “Finio Loans”) provided to her. She says the loan was unaffordable, especially considering how much she had left, and so shouldn’t have been provided. Background Finio Loans provided Miss W wi... (3 pages)View decision -
Decision Reference DRN-5983826
26 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5983826 Complaint Miss M has complained that Barclays Bank UK PLC (trading as “Barclaycard”) irresponsibly provided an unaffordable credit card to her which took her years to clear. Background Barclaycard provided Miss M with a credit card, which had a limit of £3,100.00, in May 20... (4 pages)View decision -
Decision Reference DRN-6080739
26 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6080739 Complaint Mr A has complained about the overdraft charges Bank of Scotland plc (“Halifax”) applied to his account. Mr A is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr A’s account were unfair as there... (6 pages)View decision -
Decision Reference DRN-5892826
26 Jan 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5892826 Complaint Mr S has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to him. He says that the credit card was unaffordable and this resulted in ongoing difficulties as he permitted to continue using it even after he had been in persistent debt. Backgr... (4 pages)View decision -
Decision Reference DRN-5785855
26 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5785855 Complaint Miss M has complained that American Express Services Europe Limited (“AMEX”) irresponsibly provided three credit cards to her. She says that these cards were unaffordable and caused her ongoing difficulty going forward as she had to borrow elsewhere to make her pay... (6 pages)View decision -
Decision Reference DRN-6041485
25 Jan 2026 MBNA Limited UpheldConsumer CreditDRN-6041485 The complaint Miss T complains that MBNA Limited sent her loan statement to an incorrect address. What happened Miss T holds a loan account with MBNA. In July 2023 Miss T notified MBNA of a change of address. In January 2025 Miss T received a letter from MBNA advising her th... (3 pages)View decision -
Decision Reference DRN-6086515
24 Jan 2026 THE CO-OPERATIVE BANK P.L.C. UpheldBanking and PaymentsDRN-6086515 The complaint Mr and Mrs T complain that THE CO-OPERATIVE BANK P.L.C. (Co-op) lost a number of personal items. What happened Mr T says he placed a number of valuable items in a suitcase in 2001 deposited with The Co-op. He says he received a letter in 2006 from The Co-op tel... (2 pages)View decision -
Decision Reference DRN-6026062
24 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6026062 The complaint J complains that Lloyds Bank PLC has not refunded direct debit payments. What happened Ms H on behalf of J says that Lloyds has refused to refund payments that have been incorrectly taken from J’s account. She says that she has a “running dispute” with a compan... (2 pages)View decision -
Decision Reference DRN-5950454
23 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5950454 The complaint Mr M’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (11 pages)View decision -
Decision Reference DRN-6103297
23 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6103297 The complaint Mrs and Mr P complain Shawbrook Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with them under Section 140A of the CCA. What happened I... (13 pages)View decision