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-6014112
23 Jan 2026 PayPal UK Ltd UpheldBanking and PaymentsDRN-6014112 The complaint Mr R complains about PayPal UK Ltd’s handling of his account and his unsuccessful attempts to make his contractual monthly payments. What happened Mr R held a PayPal Credit account with PayPal. In mid 2024 Mr R experienced problems making his contractual monthl... (4 pages)View decision -
Decision Reference DRN-5868657
23 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5868657 The complaint Miss M is unhappy that Starling Bank Limited (“Starling”) failed to help her recover funds she paid to a betting website. She is also unhappy that Starling failed to take the issue seriously and failed to carry out a proper investigation into what happened. Wha... (2 pages)View decision -
Decision Reference DRN-5830742
23 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5830742 The complaint Mr S complains that Barclays Bank UK PLC (Barclays) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr S h... (2 pages)View decision -
Decision Reference DRN-6017898
23 Jan 2026 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-6017898 The complaint Mr V complains that a car supplied to him under a conditional sale agreement with Santander Consumer (UK) Plc is of unsatisfactory quality. What happened In February 2023, Mr V entered into a conditional sale agreement with Santander Consumer (UK) PLC (SC) to ... (3 pages)View decision -
Decision Reference DRN-6096347
23 Jan 2026 Clydesdale Bank Plc Not upheldMortgagesDRN-6096347 The complaint Mr B and Ms C complain that Clydesdale Bank Plc trading as Yorkshire Bank caused delay and cost in dealing with an application to convert Mr B’s sole mortgage into a joint one in both their names. What happened Mr B had a mortgage with Yorkshire in his sole nam... (4 pages)View decision -
Decision Reference DRN-5888979
23 Jan 2026 Motability Operations Limited Not upheldConsumer CreditDRN-5888979 The complaint Mr M complains about the ending of a hire agreement he had with Motability Operations Limited. What happened In January 2025, Mr M took out a hire agreement with Motability to get the use of a brand new car. Under the agreement, Mr M was scheduled to make renta... (4 pages)View decision -
Decision Reference DRN-5836368
23 Jan 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5836368 The complaint Mr B is unhappy he didn’t receive a cashback offer he feels he should have received when he applied for a personal loan provided by Barclays Bank UK PLC, trading as Tesco Bank. What happened Mr B applied for a Tesco personal loan having been incentivised to do ... (2 pages)View decision -
Decision Reference DRN-5648035
23 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5648035 The complaint Ms V is unhappy that Monzo Bank Ltd won’t reimburse the money she lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Ms V booked accommodation abroad with an online trave... (3 pages)View decision -
Decision Reference DRN-5824920
23 Jan 2026 Santander UK Plc Not upheldMortgagesDRN-5824920 The complaint Mr and Mrs B complain that Santander UK plc wouldn’t allow them to transfer, or port, their mortgage to a new property, and that the mortgage was mis-sold because they couldn’t port it. What happened Mr and Mrs B’s mortgage with Santander was on a fixed interes... (3 pages)View decision -
Decision Reference DRN-6098140
23 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6098140 The complaint Mr B has complained about the way Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance worked out the interest payable on a fixed sum loan he took out with it to pay for a timeshare. What happened On 4 September 2011 Mr B purchased a timeshare using ... (5 pages)View decision