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-5900581
23 Jan 2026 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5900581 The complaint Miss T complains Brent Shrine Credit Union Limited trading as My Community Bank (MCB) acted irresponsibly by failing to conduct proper checks before approving her for credit. What happened In September 2023, Miss T took out a fixed sum loan with MCB. She borrow... (5 pages)View decision -
Decision Reference DRN-5858054
23 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5858054 The complaint Mr E complains about having a default registered and the poor handling of his credit card account by Barclays Bank UK PLC trading as Tesco Bank (“Tesco”). What happened Mr E suffered a drop in income in 2024 and got into difficulties making payments for his cre... (4 pages)View decision -
Decision Reference DRN-6073475
23 Jan 2026 Black Horse Limited Not upheldConsumer CreditDRN-6073475 The complaint Miss R complains about a car supplied under a hire purchase agreement, provided by Black Horse Limited (‘BHL’). What happened Around December 2024 Miss R acquired a used car under a hire purchase agreement with BHL. The car is listed with a cash price of £12,2... (4 pages)View decision -
Decision Reference DRN-6102878
23 Jan 2026 Bank of Scotland Plc UpheldConsumer CreditDRN-6102878 The complaint Mr M is unhappy that Bank of Scotland plc (“BOS”) deemed him ineligible to apply for a personal loan. What happened Mr M is a long-time account holder with BOS and used BOS’s online personal loan eligibility checker to confirm that he would be eligible for a p... (2 pages)View decision -
Decision Reference DRN-5904426
23 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5904426 The complaint Ms G is unhappy with the way Bank of Scotland plc t/a Halifax has handled her claim for a refund for a cruise, paid for with her credit card. What happened Ms G booked two cruises back-to-back for a holiday in December 2024. The first cruise was paid for with h... (4 pages)View decision -
Decision Reference DRN-6056769
23 Jan 2026 HSBC UK Bank Plc Not upheldMortgagesDRN-6056769 The complaint Mrs C and Mr L complain that HSBC UK Bank Plc was unprofessional when dealing with their mortgage applications. What happened Mrs C and Mr L have a mortgage with HSBC. They were considering buying a second property. Mr L contacted HSBC about taking out further ... (3 pages)View decision -
Decision Reference DRN-6102327
23 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6102327 The complaint Mr and Mrs O’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) 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 ... (9 pages)View decision -
Decision Reference DRN-6099757
23 Jan 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-6099757 The complaint Mrs E is unhappy that a car supplied to her under a Personal Contract Purchase (PCP) agreement with CA AUTO FINANCE UK LTD (CA) was of unsatisfactory quality. When I refer to what Mrs E or CA have said or done, it should also be taken to include things said or... (5 pages)View decision -
Decision Reference DRN-5972041
23 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5972041 The complaint Ms G is unhappy that HSBC UK Bank PLC (trading as ‘First Direct’) won’t refund her after she reported being the victim of a scam. What happened Both parties are aware of what happened so I shall only provide a summary. I want to assure both sides that whilst I ... (4 pages)View decision -
Decision Reference DRN-5799790
23 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5799790 The complaint Mr P is unhappy that Barclays Bank UK PLC, trading as Barclaycard, declined his request to increase his overall line of credit with them. What happened Mr P has two credit cards with Barclaycard, one with a £5,000 credit limit, and another with a £10,000 credit... (2 pages)View decision