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
-
Decision Reference DRN-6087697
19 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6087697 The complaint Ms V complains that HSBC UK Bank Plc (HSBC) closed her account despite her request to not do so. What happened Ms V held an account with HSBC who wrote to her home address in Australia in June 2023 explaining that as she hadn’t used the account for over 15 year... (3 pages)View decision -
Decision Reference DRN-5795727
19 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5795727 The complaint Mr B complains that Revolut have closed his account following payments he received in January 2025. Mr B is unhappy Revolut won’t provide him the exact reason they have closed the account. What happened In March 2025 Revolut contacted Mr B to ask him about two ... (2 pages)View decision -
Decision Reference DRN-5984957
19 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5984957 The complaint Mr W complains that Barclays Bank UK PLC trading as Barclaycard provided him with an unaffordable credit card and credit limit increases. What happened Barclaycard initially provided Mr W with a credit card in 2000. Details of the credit limits over the years a... (7 pages)View decision -
Decision Reference DRN-5900899
19 Jan 2026 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5900899 The complaint Mr W complains that the car he acquired through Toyota Financial Services (UK) PLC, trading as Redline Financial (“TFS”), wasn’t of satisfactory quality. He wants TFS to cover the cost of repair, or to have the credit agreement cancelled and the car returned. W... (4 pages)View decision -
Decision Reference DRN-5934463
19 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5934463 The complaint Mr S complains about the way Lloyds Bank PLC (‘Lloyds’) handled his request for a refund. What happened The background to this complaint is well known by both parties so I’ll only summarise it here. Mr S bought a season ticket for a football club (the ‘club’) i... (2 pages)View decision -
Decision Reference DRN-6089163
19 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6089163 The complaint 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 him under Section 140A of the Consumer Cred... (11 pages)View decision -
Decision Reference DRN-5882409
19 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5882409 The complaint Mr and Mrs E’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding again... (13 pages)View decision -
Decision Reference DRN-5687099
19 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5687099 The complaint Mrs P complains that Revolut Ltd (“Revolut”) won’t refund the money she lost after she fell victim to a purchase scam. What happened The facts are well known to both parties, so I have outlined the key details. In summary, Mrs P purchased holiday flights from... (5 pages)View decision -
Decision Reference DRN-6089197
19 Jan 2026 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-6089197 The complaint Mr A complains Capquest Debt Recovery Limited trading as Erudio Student Loans Limited didn’t process his deferment application in January 2025. What happened Mr A has a student loan with Erudio. Subject to certain criteria, every year he’s able to defer making ... (2 pages)View decision -
Decision Reference DRN-5822955
19 Jan 2026 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5822955 The complaint Mrs S complains HSBC UK Bank Plc trading as First Direct irresponsibly lent to her. What happened Mrs S took out two unsecured loans from First Direct. The first, in May 2019, was for £21,500; the monthly repayments were £329.47 and the total repayable was £23... (4 pages)View decision