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-5730406
19 Jan 2026 Lloyds Bank PLC UpheldConsumer CreditDRN-5730406 The complaint Miss H has complained about the way Lloyds Bank PLC administered a loan agreement. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything again in detail. But, to summarise, Miss H entered into a lo... (3 pages)View decision -
Decision Reference DRN-5924983
19 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5924983 The complaint Mr and Mrs W’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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (16 pages)View decision -
Decision Reference DRN-6026724
19 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6026724 The complaint Ms G has complained that Barclays Bank UK PLC won’t refund the money she says she lost in a scam. What happened In summary, over the course of August and September 2023, Ms G made a number of card payments from her Barclays account to her cryptocurrency account... (3 pages)View decision -
Decision Reference DRN-5910091
19 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5910091 The complaint Mrs N is unhappy with Santander UK Plc. Mrs N felt let down by the customer service provided by Santander. After she rang Santander she was extremely concerned about the service provided, staff training and the safety of her account. What happened Mrs N said ... (3 pages)View decision -
Decision Reference DRN-5943024
19 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5943024 The complaint Mr G is unhappy with the way Santander UK Plc has handled his claim for a refund for a climbing expedition. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything again in detail. But, to summarise,... (4 pages)View decision -
Decision Reference DRN-5737122
19 Jan 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-5737122 The complaint Miss M has complained about how Lendable Ltd trading as Zable handled her credit card account – in particular, the granting of a credit increase. What happened Miss M had a credit card with Zable, and had entered into an arrangement plan to repay it. But despit... (1 page)View decision -
Decision Reference DRN-6087697
19 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6087697 The complaint Ms V complains that HSBC UK Bank Plc (HSBC) closed her account despite her request to not do so. What happened Ms V held an account with HSBC who wrote to her home address in Australia in June 2023 explaining that as she hadn’t used the account for over 15 year... (3 pages)View decision -
Decision Reference DRN-5795727
19 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5795727 The complaint Mr B complains that Revolut have closed his account following payments he received in January 2025. Mr B is unhappy Revolut won’t provide him the exact reason they have closed the account. What happened In March 2025 Revolut contacted Mr B to ask him about two ... (2 pages)View decision -
Decision Reference DRN-5984957
19 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5984957 The complaint Mr W complains that Barclays Bank UK PLC trading as Barclaycard provided him with an unaffordable credit card and credit limit increases. What happened Barclaycard initially provided Mr W with a credit card in 2000. Details of the credit limits over the years a... (7 pages)View decision -
Decision Reference DRN-5900899
19 Jan 2026 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5900899 The complaint Mr W complains that the car he acquired through Toyota Financial Services (UK) PLC, trading as Redline Financial (“TFS”), wasn’t of satisfactory quality. He wants TFS to cover the cost of repair, or to have the credit agreement cancelled and the car returned. W... (4 pages)View decision