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-5762625
23 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5762625 The complaint Mr C and Ms 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 ... (8 pages)View decision -
Decision Reference DRN-5753956
23 Jan 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5753956 The complaint Mr P complains Clydesdale Bank Plc trading as Virgin Money keeps on sending him marketing emails even though he’s opted out of marketing and complained multiple times. What happened Mr P opened an account with Virgin Money and when he did so he opted out of mar... (2 pages)View decision -
Decision Reference DRN-5913226
23 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5913226 The complaint Mr M complains that Barclays Bank UK PLC trading as Barclaycard failed to compensate him for undelivered goods. What happened On 19 March 2025 Mr M ordered five items online at a cost of £513.50 funded by his Barclaycard. Mr M did not receive the goods and cont... (2 pages)View decision -
Decision Reference DRN-6039233
23 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6039233 The complaint Mrs S has complained about how American Express Services Europe Limited (AESEL) handled her refund claim. What happened The details of this complaint have been set out previously and aren’t in dispute, so I won’t repeat them again here. Instead, I’ll focus on t... (5 pages)View decision -
Decision Reference DRN-6038083
23 Jan 2026 TSB Bank plc UpheldBanking and PaymentsDRN-6038083 The complaint Mr B complains about the service TSB Bank plc provided when it blocked his account. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat everything in detail. Instead, I will provide a summary and focus on giving ... (2 pages)View decision -
Decision Reference DRN-5954434
23 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5954434 The complaint Mr A says Revolut Ltd (‘Revolut’) won’t refund him the money he lost to what he believes was a scam. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. In summary, Mr A came across a compan... (5 pages)View decision -
Decision Reference DRN-5721300
23 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5721300 The complaint Miss K complains that HSBC UK Bank PLC have failed to refund money she says she lost to a scam. What happened The details of this complaint are well known to both parties, so I’ve only provided a brief overview below. In September 2023 Miss K entered an agree... (3 pages)View decision -
Decision Reference DRN-5866928
23 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5866928 The complaint Mr A and Ms T’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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2... (11 pages)View decision -
Decision Reference DRN-6026483
23 Jan 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-6026483 The complaint Ms C complains J.P. Morgan Europe Limited (trading as Chase) won’t refund money she lost as part of a crypto investment scam. Ms C is supported in making her complaint by a representative, but for ease, I’ll refer to Ms C throughout this decision. What happened... (5 pages)View decision -
Decision Reference DRN-5954468
23 Jan 2026 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5954468 The complaint Mr A complains that Admiral Financial Services Limited trading as Admiral Loans (referred to in this decision as Admiral) lent to him irresponsibly. He complains Admiral didn’t do enough to check the lending would be affordable for him. Background Admiral provi... (4 pages)View decision