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-5774069
16 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5774069 The complaint Mr N complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to a job scam. What happened The background is known to both parties, so I won’t repeat all the details. In summary, in April 2025, Mr N was contacted on his messaging app by someone (a ... (3 pages)View decision -
Decision Reference DRN-5834887
16 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5834887 The complaint Miss J complains she hasn’t been paid her switch incentive by TSB Bank plc or the triple cashback that she expected. What happened Miss J opened an account with TSB on 5 September 2024 and switched to TSB. She did so because she wanted to qualify for a switch i... (2 pages)View decision -
Decision Reference DRN-6058247
16 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6058247 The complaint Mr E has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) incorrectly charged him £2, after he’d downgraded his fee-paying account. Mr E says that, when he went to raise this matter with NatWest, he was incorrectly told that he could... (2 pages)View decision -
Decision Reference DRN-5933459
16 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5933459 The complaint Mr P complains HSBC UK Bank Plc (“HSBC”) blocked and then closed his account with immediate effect. Mr P is also unhappy that after another bank removed an adverse fraud marker it applied against him, HSBC refuse to re-open an account for him. Mr P says HSBC’s ... (2 pages)View decision -
Decision Reference DRN-5822748
16 Jan 2026 Omni Capital Retail Finance Limited Not upheldConsumer CreditDRN-5822748 The complaint Miss C has complained about the way Omni Capital Retail Finance Limited (“Omni”) dealt with a claim in relation to a surgical procedure she financed through a fixed sum loan with it. What happened The circumstances of the complaint are well known to the partie... (4 pages)View decision -
Decision Reference DRN-5820929
16 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5820929 The complaint Mr and Mrs L’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Backgroun... (13 pages)View decision -
Decision Reference DRN-6014355
16 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6014355 The complaint Mrs W complains about errors setting up a payment plan with TSB Bank plc (“TSB”), and problems getting a third party registered to help her manage her account. What happened Mrs W has been represented to bring her complaint to our service, but for simplicity, I... (3 pages)View decision -
Decision Reference DRN-5966170
16 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5966170 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Personal 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-6078504
16 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6078504 The complaint Mrs P’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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (10 pages)View decision -
Decision Reference DRN-5710028
16 Jan 2026 Salary Finance Limited Not upheldConsumer CreditDRN-5710028 The complaint Mr W complains that Salary Finance Ltd (Salary Finance) irresponsibly entered into a fixed sum loan agreement with him that he could not afford to repay. What happened In July 2024, Mr W applied for a loan with Salary Finance. He was given a loan for £3,500. T... (3 pages)View decision