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-5827557
14 Jan 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5827557 The complaint Mr T is unhappy Vanquis Bank Limited did not notify him that his credit card account would be reported as defaulted to the credit reference agencies (CRAs). What happened In March 2025 Mr T discovered Vanquis had reported his credit card account as defaulted t... (3 pages)View decision -
Decision Reference DRN-5847289
14 Jan 2026 Inclusive Finance Limited UpheldConsumer CreditDRN-5847289 The complaint Miss M complains Inclusive Finance Limited trading as Creditspring lent to her when she could not afford to repay the credit. What happened Miss M agreed to the first advance of credit on 5 May 2023. There was a second advance in June 2024. These were both cred... (3 pages)View decision -
Decision Reference DRN-6033189
14 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6033189 The complaint Mr C complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he says was lost as the result of a scam. What happened Mr C planned to start self-building his home in 2023. In 2022, he was referred to a company I’ll call X. X were to supply insulated co... (4 pages)View decision -
Decision Reference DRN-5270633
13 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5270633 THE COMPLAINT Ms P complains that Barclays Bank UK PLC (“Barclays”) will not reimburse her money she says she lost when she fell victim to a scam. Ms P is represented by Refundee in this matter. However, where appropriate, I will refer to Ms P solely in this decision for e... (3 pages)View decision -
Decision Reference DRN-5857448
13 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5857448 The complaint Mr S is unhappy with Santander UK Plc. He said several weeks prior to a deadline he scheduled to make a payment to HMRC. On the date of payment he found that the deadline had passed and the payment hadn’t gone through. What happened Mr S said when the payment... (3 pages)View decision -
Decision Reference DRN-6044558
13 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6044558 The complaint Miss R complains Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with her ... (13 pages)View decision -
Decision Reference DRN-5951304
13 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5951304 The complaint Mr O’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... (12 pages)View decision -
Decision Reference DRN-6073614
13 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6073614 The complaint and what happened Mr W complains Lloyds Bank PLC (‘Lloyds’) won’t reimburse money he lost when he fell victim to a crypto investment scam. Mr W is professionally represented, however, to keep things simple, I’ll refer to Mr W throughout my decision. The full de... (3 pages)View decision -
Decision Reference DRN-5929733
13 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5929733 The complaint Mr N complained about HSBC UK Bank Plc trading as first direct, after he could not meet its verification requirements. He later switched to another bank but was dissatisfied when the amount transferred was less than expected. Mr N raised several concerns, main... (3 pages)View decision -
Decision Reference DRN-6059671
13 Jan 2026 Marsh FM LLP UpheldConsumer CreditDRN-6059671 The complaint Miss L is unhappy that Marsh FM LLP (Marsh) has provided her with inconsistent information regarding money she owes under her hire purchase agreement. When I refer to what Miss L and Marsh said or did, it should also be taken to include things said or done on ... (3 pages)View decision