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 179851 results
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Decision Reference DRN-5825014
20 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5825014 The complaint Mr R complains that Nationwide Building Society won’t refund the full amount of money he says he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the s... (3 pages)View decision -
Decision Reference DRN-5922541
20 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5922541 The complaint Miss K complains that Santander UK Plc irresponsibly lent to her. What happened Miss K was approved for a Santander credit card in June 2022, with a credit limit of £3,600. The credit limit was increased to £4,500 in November 2023. Miss K says that Santander ir... (3 pages)View decision -
Decision Reference DRN-5963294
20 Jan 2026 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5963294 The complaint Mrs R’s complaint relates to difficulties she’s had using her account with Yorkshire Building Society (YBS) which she believes is due to a lasting power of attorney being in place. What happened In July 2024 the Office of the Public Guardian validated a Lasting... (4 pages)View decision -
Decision Reference DRN-5948559
20 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5948559 The complaint Miss H complains that NewDay Ltd (NewDay) irresponsibly gave her two credit cards (branded as Fluid and Aqua) and later increased her credit limit on both accounts. What happened Miss H’s application for a Fluid credit card was accepted in March 2022, with a £... (6 pages)View decision -
Decision Reference DRN-6023651
20 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6023651 The complaint Mrs S complains that NewDay Ltd trading as Pulse (“NewDay”) irresponsibly provided her with a credit card and subsequent credit limit increases she couldn’t afford. For ease of reference, I’ve referred to Mrs S when referring to both her and her representative... (5 pages)View decision -
Decision Reference DRN-6001937
20 Jan 2026 Fairscore Ltd Not upheldConsumer CreditDRN-6001937 The complaint Miss C complains that Fairscore Ltd trading as Updraft (referred to in this decision as “Updraft”) lent to her irresponsibly. She complains that the affordability assessment did not reflect her true financial position and so Updraft didn’t do enough to check th... (4 pages)View decision -
Decision Reference DRN-4687070
20 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4687070 The complaint The estate of Mr B’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 it under Section 140A of the Co... (10 pages)View decision -
Decision Reference DRN-5956937
20 Jan 2026 Barclays Bank UK PLC UpheldMortgagesDRN-5956937 The complaint Mr A complains Barclays Bank UK PLC has not provided the support it promised in a phone call in November 2024 and that it contacted him a number of times when he was in the Breathing Space scheme. What happened In 2014, Mr A took out his mortgage with Barclays ... (4 pages)View decision -
Decision Reference DRN-6052953
20 Jan 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6052953 The complaint Mr D complains PayPal UK Ltd trading as Xoom a PayPal Service (Xoom) processed a credit card payment as cash, meaning he was charged by his credit card. What happened Mr D sent a payment using Xoom, and paid with his credit card. Mr D’s credit card provider c... (2 pages)View decision -
Decision Reference DRN-6090242
20 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6090242 The complaint Mr B’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer 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 19... (13 pages)View decision