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-6057876
19 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6057876 The complaint Mr K complains about how Clydesdale Bank Plc trading as Virgin Money (‘VM’) handled his claim to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disp... (4 pages)View decision -
Decision Reference DRN-6085258
19 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6085258 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... (12 pages)View decision -
Decision Reference DRN-5904837
19 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5904837 The complaint Mr H complains about the actions and service provided by HSBC UK Bank Plc when it blocked his account. To put things right, he wants an apology and compensation. What happened On 28 July 2025, HSBC was alerted by a third-party bank, on behalf of their customer... (3 pages)View decision -
Decision Reference DRN-5983081
19 Jan 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5983081 The complaint Mr A is unhappy that a car supplied to him under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (‘VWFS’) was of an unsatisfactory quality. Mr A has been represented during the claim and compla... (4 pages)View decision -
Decision Reference DRN-5730406
19 Jan 2026 Lloyds Bank PLC UpheldConsumer CreditDRN-5730406 The complaint Miss H has complained about the way Lloyds Bank PLC administered a loan agreement. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything again in detail. But, to summarise, Miss H entered into a lo... (3 pages)View decision -
Decision Reference DRN-5924983
19 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5924983 The complaint Mr and Mrs W’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)... (16 pages)View decision -
Decision Reference DRN-6026724
19 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6026724 The complaint Ms G has complained that Barclays Bank UK PLC won’t refund the money she says she lost in a scam. What happened In summary, over the course of August and September 2023, Ms G made a number of card payments from her Barclays account to her cryptocurrency account... (3 pages)View decision -
Decision Reference DRN-5910091
19 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5910091 The complaint Mrs N is unhappy with Santander UK Plc. Mrs N felt let down by the customer service provided by Santander. After she rang Santander she was extremely concerned about the service provided, staff training and the safety of her account. What happened Mrs N said ... (3 pages)View decision -
Decision Reference DRN-5943024
19 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5943024 The complaint Mr G is unhappy with the way Santander UK Plc has handled his claim for a refund for a climbing expedition. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything again in detail. But, to summarise,... (4 pages)View decision -
Decision Reference DRN-5737122
19 Jan 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-5737122 The complaint Miss M has complained about how Lendable Ltd trading as Zable handled her credit card account – in particular, the granting of a credit increase. What happened Miss M had a credit card with Zable, and had entered into an arrangement plan to repay it. But despit... (1 page)View decision