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-5766130
15 Jan 2026 Handelsbanken plc Not upheldBanking and PaymentsDRN-5766130 The complaint A business partnership, which I’ll refer to as ‘A’, is unhappy with how Handelsbanken plc have administered its loans. A’s complaint is brought to this service by one of the partners, whom I’ll refer to as ‘Mr K’. What happened In November 2024, Mr K raised a c... (2 pages)View decision -
Decision Reference DRN-5735329
15 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5735329 The complaint Mr W is unhappy that Barclays Bank UK PLC (Barclays) won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr W has explained that in February 2025 ... (3 pages)View decision -
Decision Reference DRN-6072029
15 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6072029 The complaint Ms K complains Lloyds Bank PLC (“Lloyds”) closed her accounts and provided poor customer service to her in branch because of long waiting times, and rude and unhelpful staff What happened The background to this complaint is well known by both parties, so I won’... (2 pages)View decision -
Decision Reference DRN-6080351
15 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6080351 The complaint Mr U complained because Revolut Ltd refused to refund him for payments which he said he hadn’t authorised. What happened On 30 September 2025, Mr U contacted Revolut. He said his card had been stolen on 21 September, either at the airport or during his flight ... (5 pages)View decision -
Decision Reference DRN-6034312
15 Jan 2026 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-6034312 The complaint Mrs H is unhappy that Stellantis Financial Services (UK) Limited (“Stellantis”) took the balloon payment due at the end of her credit agreement without her permission. Any reference to what Stellantis said or did includes anything said or done on its behalf. ... (4 pages)View decision -
Decision Reference DRN-5946785
15 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5946785 The complaint Mr L’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 197... (5 pages)View decision -
Decision Reference DRN-5886013
15 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5886013 The complaint B is a company, represented in bringing this complaint by its director, Mr S. It complains that The Royal Bank of Scotland (“RBS”) wrongly restricted the operation of its account. What happened On 11 August 2025 B received a payment of €13,000 to his Euro accou... (2 pages)View decision -
Decision Reference DRN-5760780
15 Jan 2026 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-5760780 The complaint Mrs H complains that Marks & Spencer Financial Services Plc trading as M&S Bank (M&S Bank) acted irresponsibly when they agreed to lend to her. What happened In February 2022, Mrs H successfully applied for a loan with M&S Bank for £10,000 for ... (4 pages)View decision -
Decision Reference DRN-6080720
15 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6080720 The complaint Mr C’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 Credit... (8 pages)View decision -
Decision Reference DRN-5783702
15 Jan 2026 Madison CF UK Limited Not upheldConsumer CreditDRN-5783702 The complaint Mr K says that Madison CF UK Limited trading as 118 118 Money (“Madison”) lent to him irresponsibly when he was granted a personal loan. What happened Mr K applied for a £2,000 loan from Madison on 9 May 2023. It had a term of 24 months, and it was repayable a... (5 pages)View decision