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-6080403
15 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6080403 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (12 pages)View decision -
Decision Reference DRN-5763149
15 Jan 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-5763149 The complaint Q, a limited company represented here by its director Mr A, is unhappy Starling Bank Ltd declined to reimburse the money lost when Mr A fell victim to a scam. What happened Q (and Mr A) are represented in this complaint by a claims management company, for simp... (3 pages)View decision -
Decision Reference DRN-5925997
15 Jan 2026 Santander UK Plc Not upheldConsumer CreditDRN-5925997 The complaint Mrs H complains that Santander UK Plc (Santander) was irresponsible in its lending to her. What happened Mrs H applied for credit with Santander and was given a loan as follows: Date Amount of Credit APR Loan Term Monthly Repayment January 2022 £10,000 16.9% 6... (3 pages)View decision -
Decision Reference DRN-5874799
15 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5874799 The complaint Mr G has complained about the way Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) dealt with a claim for money back in relation to a cruise holiday he paid for with credit it provided. What happened In November 2024, Mr G used his Tesco credit card to pay... (4 pages)View decision -
Decision Reference DRN-5896592
15 Jan 2026 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5896592 The complaint Miss B complains Brent Shrine Credit Union Limited trading as My Community Bank (MCB) failed to properly assess her ability to repay lending prior to approving her for a loan. What happened In July 2021, Miss B took out a fixed sum loan with MCB. She borrowed £... (4 pages)View decision -
Decision Reference DRN-6069434
15 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6069434 The complaint A limited company, which I’ll call A, complains that Santander UK Plc has introduced a monthly fee for its business bank account. What happened A opened a business account in around 2001 with Abbey National. At the time, the account was marketed as “free foreve... (3 pages)View decision -
Decision Reference DRN-6080181
15 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6080181 The complaint Mr E complains that NewDay Ltd trading as Aqua have re-debited the cost of a disputed transaction and it has charged him interest on the re-debited amount. What happened Mr E purchase some flights for himself and his family. He, and his family weren’t able to ... (3 pages)View decision -
Decision Reference DRN-6057229
15 Jan 2026 Wise Payments Limited UpheldBanking and PaymentsDRN-6057229 The complaint Miss K complains that Wise Payments Limited was responsible for long delays in receiving an international payment into her account. What happened On 9 April 2025, Miss K applied to Wise so that she could receive a large sum in U.S. dollars (USD) to be converted... (4 pages)View decision -
Decision Reference DRN-5685170
15 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5685170 The complaint Mr M complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr M says that in August 2024 he started following a property sourcing profile on social media. Shortly after, he was sent a message ab... (7 pages)View decision -
Decision Reference DRN-6056081
15 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6056081 The complaint Mr K complains about the service he received from Nationwide Building Society (“Nationwide”) when it sent letters by post despite making it clear receiving letters in the post cause him anxiety and making his contact preferences clear. What happened Mr K receiv... (2 pages)View decision