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-6055258
22 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6055258 The complaint Mrs C complains that Lloyds Bank PLC (Lloyds) is refusing to refund her the amount she says she lost as the result of a scam. Mrs C is being represented by a third party. To keep things simple, I will refer to Mrs C throughout my decision. What happened The bac... (4 pages)View decision -
Decision Reference DRN-5696761
22 Jan 2026 New Wave Capital Limited Not upheldBanking and PaymentsDRN-5696761 The complaint A company which I’ll call ‘T’ complains that New Wave Capital (trading as Capital on Tap) behaved unreasonably when it reported adverse information on its credit file. The complaint is brought on T’s behalf by its director, Mr B. What happened T took out a re... (3 pages)View decision -
Decision Reference DRN-5845082
22 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5845082 The complaint Mr and Mrs C’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)... (13 pages)View decision -
Decision Reference DRN-5812710
22 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5812710 The complaint Mr K and Ms S’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... (13 pages)View decision -
Decision Reference DRN-6033027
22 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6033027 The complaint Mr S has complained NewDay Ltd, trading as Aqua, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr S understood that his credit card account with NewDay had been closed after a phone call with NewDay. He said he ... (3 pages)View decision -
Decision Reference DRN-5709685
22 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5709685 The complaint Miss G complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) irresponsibly provided her with two loans. What happened Miss G applied for two loans with NatWest, both of which were approved. The first was in August 2022 for £12,000 to be repaid... (4 pages)View decision -
Decision Reference DRN-6097008
22 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6097008 The Complaint Mr T and Mrs C 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... (12 pages)View decision -
Decision Reference DRN-5999962
22 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5999962 The complaint Mr F is unhappy NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPNAY (“NatWest”) hasn’t offered him a refund in its capacity as the receiving bank, after he said he was the victim of an Authorised Push Payment (“APP”) scam. What happened Mr F transferred just over ... (4 pages)View decision -
Decision Reference DRN-6097394
22 Jan 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-6097394 The complaint Mr G complains that Starling Bank Limited (‘Starling’) did not reimburse the funds he says he lost to a scam. What happened What Mr G says Around October 2022 Mr G became acquainted with someone I’ll call “L” who was studying the same subject as Mr G at unive... (9 pages)View decision -
Decision Reference DRN-5740640
22 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5740640 The complaint Mr S complains that HSBC UK Bank Plc has reported negative information to the credit reference agencies in relation to a credit card account he had with it. What happened In July 2023, a transaction went through on Mr S’s account for £25.95. Mr S says that the... (4 pages)View decision