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-5826177
23 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5826177 The complaint Mr W complains that Lloyds Bank PLC (Lloyds) have incorrectly applied the rules of the Direct Debit Guarantee and as such he has had to spend time and effort sorting the issue. He would like compensation for the mistakes made. What happened In December 2024 Mr ... (3 pages)View decision -
Decision Reference DRN-5933279
23 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5933279 The complaint Mrs G’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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), and (2) decidi... (13 pages)View decision -
Decision Reference DRN-5933514
23 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5933514 The complaint HSBC UK Bank Plc (‘HSBC Bank’) provided Mr C with an overdraft. Mr C complained about unaffordable lending in 2022 and this was brought to this service that same year. Mr C thinks that HSBC Bank has not complied with the determination in that case. In addition,... (2 pages)View decision -
Decision Reference DRN-6095818
23 Jan 2026 Caledonian Consumer Finance Ltd Not upheldConsumer CreditDRN-6095818 The complaint Mr J complains that Caledonian Consumer Finance Ltd (CCF) rejected his claim under section 75 Consumer Credit Act 1974 (s.75) in relation to a training course he considered to be unsatisfactory. What happened In April 2021 Mr J signed up for a plumbing training... (2 pages)View decision -
Decision Reference DRN-5633464
23 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5633464 The complaint Mrs B is unhappy that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund the money she transferred to a third party for work on her property. What happened I’m not going to cover all the points raised in detail. But briefly in October 202... (3 pages)View decision -
Decision Reference DRN-5837191
23 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5837191 The complaint T complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) hasn’t treated it fairly by refusing to raise a claim under the Direct Debit Guarantee. T is represented by its director, who I’ll refer to as Mr H. What happened T has a credit card wi... (2 pages)View decision -
Decision Reference DRN-6100361
23 Jan 2026 Lendable Ltd Not upheldConsumer CreditDRN-6100361 The complaint Miss Q complains that Lendable Ltd lent to her irresponsibly when it approved a fixed-sum loan in May 2022. She says the loan was unaffordable and contributed to further borrowing and payment arrangements. She would like a refund of all interest and charges tog... (3 pages)View decision -
Decision Reference DRN-5794896
23 Jan 2026 My Finance Club Limited Not upheldConsumer CreditDRN-5794896 The complaint Mr N complains that My Finance Club Limited trading as Ondal irresponsibly lent to him. Mr N says he shouldn’t have been lent the loan as it was unaffordable. What happened Ondal lent Mr N a loan in September 2024, the loan was for £400. The loan has a 60-day ... (2 pages)View decision -
Decision Reference DRN-6068252
23 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6068252 The complaint Ms K complains that Starling Bank Limited (‘Starling’) won’t reimburse the money she’s lost from what she believes to have been an investment scam. Ms K is professionally represented in bringing her complaint, but for ease of reading I’ll refer to all submissi... (3 pages)View decision -
Decision Reference DRN-6053974
23 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6053974 The complaint V, a company complains that Starling Bank Limited, having restricted its account following the removal of a director, unfairly forced it to incur legal costs to have the restriction removed. V is represented by a director, Mr C. What happened In July 2025 Mr C ... (3 pages)View decision