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-4687070
20 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4687070 The complaint The estate of Mr B’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with it under Section 140A of the Co... (10 pages)View decision -
Decision Reference DRN-5956937
20 Jan 2026 Barclays Bank UK PLC UpheldMortgagesDRN-5956937 The complaint Mr A complains Barclays Bank UK PLC has not provided the support it promised in a phone call in November 2024 and that it contacted him a number of times when he was in the Breathing Space scheme. What happened In 2014, Mr A took out his mortgage with Barclays ... (4 pages)View decision -
Decision Reference DRN-6052953
20 Jan 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6052953 The complaint Mr D complains PayPal UK Ltd trading as Xoom a PayPal Service (Xoom) processed a credit card payment as cash, meaning he was charged by his credit card. What happened Mr D sent a payment using Xoom, and paid with his credit card. Mr D’s credit card provider c... (2 pages)View decision -
Decision Reference DRN-6090242
20 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6090242 The complaint Mr B’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance, (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 19... (13 pages)View decision -
Decision Reference DRN-5791263
20 Jan 2026 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5791263 The complaint Miss G complains that Madison CF UK Limited trading as 118 118 Money (‘118’) didn’t identify or investigate a data breach that impacted her. Miss G wants 118 to pay her more compensation and for 118 to change their process. What happened 118 upheld Miss G’s com... (2 pages)View decision -
Decision Reference DRN-6010832
20 Jan 2026 Omni Capital Retail Finance Limited Not upheldConsumer CreditDRN-6010832 The complaint Miss K’s complaint is that Omni Capital Retail Finance Limited (‘Omni’) unfairly reported missed payments and arrears on her account. What happened In July 2022, Miss K entered into a fixed sum loan agreement with Omni for £3,333. Under the agreement she was re... (4 pages)View decision -
Decision Reference DRN-6090157
20 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6090157 The complaint Mr S complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost after falling victim to a scam. What happened In 2024, Mr S met someone through a dating site, who introduced him to cryptocurrency trading. Mr S made payments from his HSBC account ... (6 pages)View decision -
Decision Reference DRN-6090031
20 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6090031 The complaint Ms G complains that Nationwide Building Society (Nationwide) won’t refund the money she’s lost as a result of rogue trader scam. What happened The detailed background to this complaint is well known to both parties and the following is a brief summary of what ... (6 pages)View decision -
Decision Reference DRN-5938797
20 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5938797 The complaint Mr C is unhappy that TSB Bank plc sent him an email about an incomplete savings account application that he says he knew nothing about. He says this caused him unnecessary worry and inconvenience. What happened On 14 July 2025 at 2:45 Mr C received an email fro... (2 pages)View decision -
Decision Reference DRN-5751324
20 Jan 2026 Fairscore Ltd Not upheldConsumer CreditDRN-5751324 The complaint Miss F is unhappy about a default applied to her credit file by Fairscore Ltd trading as Updraft (‘Updraft’). What happened Updraft provided Miss F with a loan for £8,900 in April 2022. Miss F started missing her repayments from July 2024, so Updraft sent her ... (2 pages)View decision