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-5922101
19 Jan 2026 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5922101 The complaint Mr W complains that Frasers Group Financial Services Limited trading as Frasers Plus (Frasers) acted irresponsibly when they agreed to lend to him as he said he was already overly indebted. What happened Around July 2024 Mr W applied for a revolving credit faci... (3 pages)View decision -
Decision Reference DRN-5750937
19 Jan 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5750937 The complaint Mr J complains that PROPEL HOLDINGS (UK) LIMITED trading as Quid Market lent to him irresponsibly. Mr J says that proper checks would have led to Quid Market recognising he had a gambling problem and so would not have lent to him. What happened Here is a brief ... (2 pages)View decision -
Decision Reference DRN-6026030
19 Jan 2026 Lendable Ltd Not upheldConsumer CreditDRN-6026030 The complaint Miss L has complained Lendable Ltd, trading as Autolend, continue to ask her to repay a personal loan which she only took out under duress. What happened In early 2022 after her father’s death, Miss L got to know someone she became close to. She feels over a fe... (3 pages)View decision -
Decision Reference DRN-5794031
19 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5794031 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying claims under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) being party to an unfair ... (13 pages)View decision -
Decision Reference DRN-5777770
19 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5777770 The complaint Ms S has complained that Revolut Ltd won’t refund money she lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. What I’ve... (2 pages)View decision -
Decision Reference DRN-6000818
19 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6000818 The complaint Ms K has complained Barclays Bank UK PLC, trading as Barclaycard, allowed a credit card account to be opened up in her name fraudulently. What happened After receiving letters from Barclaycard about a credit card Ms K didn’t have with them, she contacted them t... (2 pages)View decision -
Decision Reference DRN-6061925
19 Jan 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6061925 The complaint Mr B complains that Zopa Bank Limited acted unfairly when it terminated his hire purchase agreement. What happened In January 2025, Mr B acquired a used car paid for by a hire purchase agreement from Zopa. The cash price of the car was £9,739. Mr B was required... (3 pages)View decision -
Decision Reference DRN-6088467
19 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6088467 The complaint Mr A complains that Barclays Bank UK PLC (Barclays) downgraded his bank account. What happened Mr A had a Barclays Premier bank account for a number of years. However, following notice, Barclays downgraded Mr A’s Premier account to their standard bank account.... (3 pages)View decision -
Decision Reference DRN-6086361
19 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6086361 The complaint Ms W complains that Revolut Ltd (‘Revolut’) won’t refund all the money she lost to a safe account scam. She’s represented by a Claims Management Company. For simplicity, I’ll generally refer to Ms W throughout this decision. What happened The background is know... (7 pages)View decision -
Decision Reference DRN-5728087
19 Jan 2026 TSB Bank plc UpheldBanking and PaymentsDRN-5728087 The complaint Ms E complains that TSB Bank plc won’t reimburse her with money she lost to a scam. Ms E brings her complaint to us with the assistance of a professional representative, but for ease I’ll refer to their submissions as being from Ms E. What happened In June 2024... (3 pages)View decision