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-5861115
16 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5861115 The complaint Mr B complains about a block applied to his credit card by Barclays Bank UK PLC trading as Tesco Bank. What happened In late July 2025 Mr B used his Tesco Bank credit card to complete multiple transactions with an online retailer in a short space of time. The ... (2 pages)View decision -
Decision Reference DRN-6084304
16 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6084304 The complaint Mrs P complains about the service she received from Capital One (Europe) plc following missed payments on her credit card account. What happened Mrs P holds a credit card account with Capital One. She fell into difficulty with her repayments. A payment plan wa... (5 pages)View decision -
Decision Reference DRN-5921942
16 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5921942 The complaint Mr P is unhappy that HSBC UK Bank Plc (“HSBC”) won't reimburse him the money he sent to a third-party for building works. What happened I’m not going to cover all the points raised in detail. The view of 9 September 2025 covered the details of Mr P’s test... (4 pages)View decision -
Decision Reference DRN-5194204
16 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5194204 The complaint Mr B and Mrs N’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 (... (12 pages)View decision -
Decision Reference DRN-5993254
16 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5993254 The complaint Mr and 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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (11 pages)View decision -
Decision Reference DRN-5729980
16 Jan 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5729980 The complaint Miss M complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) lent to her irresponsibly. What happened Here is a brief table of the lending. Loan Approved Amount Repayments Repaid 1 8 November 2024 £8006 months 4 March 2025 2 1... (2 pages)View decision -
Decision Reference DRN-6012195
16 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6012195 The complaint Mrs F complains HSBC Bank UK Plc unfairly closed her accounts and delayed returning her funds. What happened Mrs F held a current account, savings account and ISA account with HSBC. Following a review of Mrs F’s holdings, HSBC wrote to her on 15 July 2024 expl... (4 pages)View decision -
Decision Reference DRN-6031889
16 Jan 2026 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-6031889 The complaint Miss P complains Marks & Spencer Financial Services Plc trading as M&S Bank is unfairly reporting her loan to credit reference agencies, adversely affecting her creditworthiness. What happened Miss P took a loan with M&S Bank in August 2023, borrow... (2 pages)View decision -
Decision Reference DRN-6083541
16 Jan 2026 Evergreen Finance London Limited UpheldConsumer CreditDRN-6083541 The complaint Mr L complains Evergreen Finance London Limited trading as MoneyBoat.co.uk (‘Moneyboat’) irresponsibly lent to him. What happened Moneyboat provided Mr L with a single loan in March 2025. The loan was for £400 and was due to be repaid over four monthly instalm... (7 pages)View decision -
Decision Reference DRN-5945682
16 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5945682 The complaint Mrs R’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 her under Section 140A of the Consumer Credi... (11 pages)View decision