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-5737827
15 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5737827 The complaint Mr C is unhappy Lloyds Bank PLC closed his account in error. What happened Mr C has a current account with Lloyds. In May 2025 Lloyds received notice from a solicitor that someone with Mr C’s name and date of birth had passed away and, in error, Mr C’s account... (2 pages)View decision -
Decision Reference DRN-6015592
15 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6015592 The complaint Mrs M complains that Santander UK Plc declined to issue her a new debit card and then closed her account. They passed the debts to external debt collectors. She thinks this was discriminatory. She’d like to be compensated. What happened Mrs M held accounts wit... (3 pages)View decision -
Decision Reference DRN-5786393
15 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5786393 The complaint A company which I’ll call ‘T’ complains that Barclays Bank UK Plc behaved unreasonably when completing its banking checks. The complaint is brought on T’s behalf by one of its directors, Mr P. What happened T held a business current account with Barclays. Mr... (3 pages)View decision -
Decision Reference DRN-6053370
15 Jan 2026 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-6053370 The complaint Miss H complains that Tandem Motor Finance Ltd unfairly entered into a hire purchase agreement with her. What happened In October 2023, Tandem provided Miss H with finance for a car. The cash price of the car was £18,995 and there was a deposit of £250. The am... (8 pages)View decision -
Decision Reference DRN-5952746
15 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5952746 The complaint Mr K’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 him under Section 140A of the Consumer Credit Act 1974 ... (14 pages)View decision -
Decision Reference DRN-6079255
15 Jan 2026 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-6079255 The complaint Ms A complains that a car acquired under a conditional sale agreement with Stellantis Financial Services UK Limited (“Stellantis”) wasn’t of satisfactory quality when it was supplied to her. What happened Both parties are familiar with the background of this c... (4 pages)View decision -
Decision Reference DRN-5782254
15 Jan 2026 Sky UK Limited Not upheldConsumer CreditDRN-5782254 The complaint Mrs M is unhappy with the way Sky UK Limited (“Sky”) has supported her with a problem with her phone. Mrs M has been represented at times by her son, but to keep things simple I’ll refer to Mrs M throughout. What happened Mrs M bought a mobile phone from Sky in... (4 pages)View decision -
Decision Reference DRN-6075827
15 Jan 2026 Northern Bank Limited Not upheldBanking and PaymentsDRN-6075827 The complaint Mr Y complains about how Northern Bank Limited treated him when he tried to make a cash withdrawal from his current account in a branch. What happened Mr Y banks with Northern Bank. He decided to buy a car and went into branch to withdraw £4,000 in cash to pay ... (2 pages)View decision -
Decision Reference DRN-5780458
15 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5780458 The complaint Miss W complains that Capital One (Europe) plc lent irresponsibly when it approved her credit card application and later increased the limit. What happened Miss W applied for a Capital One credit card in August 2021. Miss W’s told us that, at the time, she was... (3 pages)View decision -
Decision Reference DRN-5991817
15 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5991817 The complaint Miss D complains that Nationwide Building Society restricted her account when it recorded that mail it had sent to her had been returned undelivered. What happened In August 2025 Nationwide placed a no trace marker (or NTM) on Miss D’s account. An NTM is used w... (2 pages)View decision