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-5781154
19 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5781154 The complaint Miss S complains that Bank of Scotland plc trading as Halifax (‘Halifax’) hasn’t reimbursed the money she’s lost to a scam. What happened Miss S says that she’s lost money to a scam. Halifax has closed her fraud claim due to a lack of information provided. Miss... (1 page)View decision -
Decision Reference DRN-6088063
19 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6088063 The complaint Mr and Mrs O have complained that a timeshare membership and a connected loan were mis-sold. What happened In August 2019, Mr and Mrs O purchased a timeshare membership – which I’ll call ‘Fractional Club’ membership – from a timeshare provider (the ‘Supplier’).... (2 pages)View decision -
Decision Reference DRN-5901802
19 Jan 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5901802 The complaint Mrs P complains that Volkswagen Financial Services (UK) Limited (‘VWFS’) irresponsibly granted her two hire purchase agreements she couldn’t afford to repay. What happened In January 2019, Mrs P acquired a new car financed by way of a hire purchase agreement f... (3 pages)View decision -
Decision Reference DRN-6031733
19 Jan 2026 Arval UK Limited UpheldConsumer CreditDRN-6031733 The complaint Mr B complains about the way in which Arval UK Limited administered his account when he asked to change his payment date. What happened In November 2023 Mr B entered into a hire agreement with Arval. The monthly payments under the agreement were £308.94. In Jul... (2 pages)View decision -
Decision Reference DRN-5730805
19 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5730805 The complaint Mr C has complained that Lloyds Bank PLC didn’t give him accurate information about his credit balance. What happened On 5 June 2025, Mr C made two payments to a third party merchant. However, a payment of £191.82 wasn’t debited from his account until 9 June 20... (2 pages)View decision -
Decision Reference DRN-5745453
19 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5745453 The complaint Mr F complains that The Royal Bank of Scotland Plc (RBS) won’t refund him money he says he lost in an investment scam. What happened The circumstances surrounding Mr F’s complaint are well known to the parties, so I haven’t set them out in detail here. Instead,... (3 pages)View decision -
Decision Reference DRN-6055913
19 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6055913 The complaint Mr and Mrs D’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Cred... (12 pages)View decision -
Decision Reference DRN-5762816
19 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5762816 The complaint Mr W complains that’s Barclay’s Bank UK PLC trading as Barclaycard (Barclaycard) acted irresponsibly in lending to him. And so, should write off the debt. What happened Around November 2023 Mr W applied for a revolving credit facility (credit card) with Barclay... (3 pages)View decision -
Decision Reference DRN-5722131
19 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5722131 The complaint Mr C has complained that Lloyds Bank PLC hasn’t been transparent regarding the interest rate applicable to his overdraft facility. What happened Mr C opened his account in October 2023, and Lloyds wrote to him at the time to say he wouldn’t pay interest on his ... (2 pages)View decision -
Decision Reference DRN-6031871
19 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6031871 The complaint Mrs A and Mr M complain that Lloyds Bank PLC (‘Lloyds’) won’t refund the money they say was lost as the result of a scam. What happened Mr M met an individual I’ll refer to as S, who he built a friendship with over a few months. Mrs A and Mr M were looking to... (4 pages)View decision