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 185689 results
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Decision Reference DRN-6014934
23 Apr 2026 Telefonica UK Limited UpheldConsumer CreditDRN-6014934 The complaint Miss W complains Telefonica UK Limited trading as O2 (Telefonica) provided misleading information when she wanted to change networks which meant she activated her PAC code early and the total amount outstanding under the device plan fell due. She also complains... (4 pages)View decision -
Decision Reference DRN-6313804
23 Apr 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6313804 The complaint A company, which I will refer to as T, complains that Barclays Bank UK Plc declined its loan application without properly explaining why it had done so. Mr R, who is a director of T, brings the complaint on T’s behalf. (I acknowledge that Mr R has other conce... (3 pages)View decision -
Decision Reference DRN-6307603
23 Apr 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-6307603 The complaint Mrs C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), and (2) decidi... (8 pages)View decision -
Decision Reference DRN-6049911
23 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6049911 The complaint Mr K complains HSBC UK Bank Plc allowed an account to be opened in his name which he had no knowledge of and registered his details with Cifas – a fraud prevention database – and won’t remove them. What happened In September 2023, an HSBC current account was o... (3 pages)View decision -
Decision Reference DRN-6256418
23 Apr 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-6256418 The complaint H, a limited company, complains that Starling Bank Limited (‘Starling’) hasn’t refunded the money it believes it lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend... (7 pages)View decision -
Decision Reference DRN-6306891
23 Apr 2026 Creation Consumer Finance Limited UpheldConsumer CreditDRN-6306891 Complaint Mr S has complained that Creation Consumer Finance Limited (“Creation”) irresponsibly provided him with an unaffordable credit account. He’s said that the correct checks would have shown that the limit he was given was not affordable. Background Mr S was provided ... (7 pages)View decision -
Decision Reference DRN-6311356
23 Apr 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6311356 The complaint Mr B on behalf of Mrs B complains Santander UK Plc allowed a third party to transfer money out from Mrs B’s current account. What happened Mr B contacted Santander in February 2025 to confirm that he and his brother had been granted deputyship by the Court of P... (3 pages)View decision -
Decision Reference DRN-6313629
23 Apr 2026 Barclays Bank UK PLC Not upheldMortgagesDRN-6313629 The complaint Mr and Mrs M’s complaint is about their mortgage account with Barclays Bank UK PLC. This is an interest-only mortgage which came to an end in 2020. There is still an outstanding balance and Barclays is taking legal action to recover this. I issued a decision o... (4 pages)View decision -
Decision Reference DRN-5894872
23 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-5894872 The complaint Mr L complains that MONZO BANK LIMITED won’t refund the money he lost to a scam. What happened In July 2025 Mr L was contacted by someone on a messaging app. After exchanging messages for a few days, this person asked Mr L to help them with an issue they were h... (3 pages)View decision -
Decision Reference DRN-6256461
23 Apr 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-6256461 The complaint H, a limited company, complains that Starling Bank Limited (‘Starling’) hasn’t refunded the money it believes it lost to an authorised push payment (‘APP’) scam. The complaint was referred to this service with the help of a professional representative. However... (7 pages)View decision