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-5738087
14 Jan 2026 Gain Credit LLC Not upheldConsumer CreditDRN-5738087 The complaint Mr N complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him a loan without carrying out sufficient affordability checks. Had better checks been made Lending Stream would’ve realised he couldn’t afford the repayments. What happened... (3 pages)View decision -
Decision Reference DRN-6069438
14 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6069438 The complaint Ms P complains that Santander UK Plc (‘Santander’) won’t refund a transaction she made with her credit card. For completeness and in setting out the background of what’s happened here in full, I note there is another complaint with our service in respect of a ... (6 pages)View decision -
Decision Reference DRN-5989033
14 Jan 2026 Lloyds Bank PLC Not upheldMortgagesDRN-5989033 The complaint Mr P and Mrs P complain that Lloyds Bank PLC carried out a search on Mrs P’s credit file without her consent, and discussed her data with Mr P. Mrs P asks that Lloyds accepts liability, explains why her data was used without her consent and pays compensation fo... (3 pages)View decision -
Decision Reference DRN-6050825
14 Jan 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6050825 The complaint Mr W complains that Clydesdale Bank Plc trading as Virgin Money has sent him confusing messages about his account balance and asked him to call it when there was no reason to. What happened Virgin Money said it hadn’t made a mistake. In its final response lette... (2 pages)View decision -
Decision Reference DRN-6069391
14 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6069391 The complaint Ms P complains that Lloyds Bank PLC (‘Lloyds’) won’t refund transactions she made with her credit card. For completeness and in setting out the background of what’s happened here in full, I note there is another complaint with our service in respect of a furth... (6 pages)View decision -
Decision Reference DRN-5951017
14 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5951017 The complaint With the help of a professional representative (PR), Mr M complains that National Westminster Bank Public Limited Company lent to him irresponsibly. For ease, I’ll refer to the PR’s actions as being those of Mr M. What happened Mr M has had an overdraft on his... (3 pages)View decision -
Decision Reference DRN-5651055
14 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5651055 The complaint Miss R has complained that Revolut Ltd won’t refund money she says she lost to a scam. What happened Miss R has said the scammers contacted her via social media on 10 December 2024, informing her of a job opportunity where she would be completing tasks involvi... (3 pages)View decision -
Decision Reference DRN-5723397
14 Jan 2026 REMITLY U.K., LTD Not upheldBanking and PaymentsDRN-5723397 The complaint Miss R has complained about REMITLY U.K LTD won’t refund money she lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. Wha... (3 pages)View decision -
Decision Reference DRN-6059960
14 Jan 2026 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-6059960 The complaint Creation Financial Services Limited (‘Creation’) provided Mr B with a credit card and a flexpay store account in 2017. The flexpay account had an opening credit limit of £3,500. The credit card had a credit limit of £3,000. This was increased to £4,500 in 2018,... (2 pages)View decision -
Decision Reference DRN-6076461
14 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6076461 The complaint Mr O and Mrs O complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money they say was lost as the result of a scam. What happened In 2023, Mr O saw an advert on a social media site for an investment opportunity with a co... (4 pages)View decision