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-5921849
20 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5921849 The complaint Mr W complains that Barclays Bank UK Plc trading as Barclaycard (‘Barclaycard’) unfairly reduced his credit limit. He’d like Barclaycard to reinstate his limit and pay compensation. What happened In March 2025 Barclaycard reduced Mr W’s credit limit from £17,4... (3 pages)View decision -
Decision Reference DRN-6052771
20 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6052771 The complaint Mr N complains that Starling Bank Limited won’t reimburse him after he made payments towards an investment that he now considers to have been an Authorised Push Payment (APP) scam. Mr N is professionally represented in bringing his complaint, but for ease of re... (4 pages)View decision -
Decision Reference DRN-6090963
20 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6090963 The complaint Ms C and Mr C complain Shawbrook Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with them under Section 140A of the CCA. Ms C and Mr C ... (13 pages)View decision -
Decision Reference DRN-5111685
20 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5111685 The complaint Mrs and Mr B’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-6013971
20 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6013971 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money failed to monitor his account and didn’t intervene when his account behaviour showed signs of financial distress. He wants Virgin Money’s actions to be investigated to see if it breached the rules ... (4 pages)View decision -
Decision Reference DRN-5861521
20 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5861521 The complaint Mr B has complained that Lloyds Bank PLC unfairly defaulted his overdrawn account, and recorded this with the credit reference agencies. What happened Mr B had a student account with Lloyds, and in May 2021 it notified him that it would be transitioning to a gr... (2 pages)View decision -
Decision Reference DRN-5986332
20 Jan 2026 Tesla Financial Services Limited Not upheldConsumer CreditDRN-5986332 The complaint Mr P says Tesla Financial Services Limited (who I’ll call TFS) were unreasonable to pay parking fines on his behalf. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key... (2 pages)View decision -
Decision Reference DRN-5929349
20 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5929349 The complaint Mr J complains that Santander UK Plc failed to remove the dormancy block on his business bank accounts in a timely way. Having considered everything provided by both parties, I agree with the outcome that has been reached by the investigator. I’ll explain why. ... (5 pages)View decision -
Decision Reference DRN-5822865
20 Jan 2026 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5822865 The complaint Mr and Mrs B’s complaint is that The Mortgage Works (UK) Plc (TMW) unfairly declined their request to port (transfer) their buy-to-let (BTL) mortgage interest rate product onto a new mortgage on another property. As a result, Mr and Mrs B will have to pay an ea... (3 pages)View decision -
Decision Reference DRN-5944451
20 Jan 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5944451 The complaint Mr A complains that J.P. Morgan Europe Limited trading as Chase (Chase) unfairly holds him liable for two charges on his account for higher amounts than he had agreed to pay, and that Chase decided to close his account. What happened Whilst in Dubai, Mr A says... (4 pages)View decision