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-5793602
15 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5793602 The complaint Mr F complains Barclays Bank UK PLC unfairly closed his account. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr F held a Barclays account, and in March 2025 Barclays reached out ... (3 pages)View decision -
Decision Reference DRN-5660641
15 Jan 2026 Western Circle Ltd Not upheldConsumer CreditDRN-5660641 The complaint Mr M complains that Western Circle Ltd trading as “Cashfloat” lent to him irresponsibly. What happened Cashfloat provided three instalment loans to Mr M, as follows: Loan number Loan amount Highest monthly repayment Instalments Date taken Date repaid 1 £900£2... (3 pages)View decision -
Decision Reference DRN-6051795
15 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6051795 The complaint Mr A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr A opened an account with Monzo in January 2024. In May 2024 Monzo received a fraud report from one of their customers about 15 ... (3 pages)View decision -
Decision Reference DRN-5961396
15 Jan 2026 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5961396 The complaint Mrs D complains about the quality of a car supplied on finance by Santander Consumer (UK) Plc. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes w... (5 pages)View decision -
Decision Reference DRN-5981654
15 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5981654 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), and (2) ... (13 pages)View decision -
Decision Reference DRN-5804534
15 Jan 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5804534 The complaint Mr H complains J.P. Morgan Europe Limited trading as Chase (Chase) restricted access to his account. And he’d like compensation for the impact caused. What happened Mr H has explained that he has a serious health condition and travelled to Iran to receive medi... (3 pages)View decision -
Decision Reference DRN-5863386
15 Jan 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5863386 The complaint Mr H has complained Vanquis Bank Limited is holding him liable for a debt on a credit card account he never took out. What happened A credit card account with Vanquis was opened on 11 February 2025 in Mr H’s name. In May 2025 Mr H contacted Vanquis as he’d lear... (3 pages)View decision -
Decision Reference DRN-6020483
15 Jan 2026 Evolution Lending Limited UpheldMortgagesDRN-6020483 The complaint Mr and Mrs L complain that Evolution Lending Limited irresponsibly lent them a second charge mortgage (secured loan). What happened Mr and Mrs L took a secured loan with Evolution in January 2020. They borrowed £50,000 plus fees of £5,699 over a term of 15 year... (3 pages)View decision -
Decision Reference DRN-5911841
15 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5911841 The complaint Mrs P complains National Westminster Bank Public Limited Company (“NatWest”) failed to protect her from financial harm when she fell victim to a scam. Mrs P initially had appointed a professional representative who brought this complaint on her behalf, but rece... (4 pages)View decision -
Decision Reference DRN-5920347
15 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5920347 The complaint Mr H is unhappy with National Westminster Bank Public Limited Company’s (NatWest’s) response when he made them aware of his vulnerabilities and with the customer service provided to him. What happened On 12 June 2025, Mr H discussed a separate complaint with Na... (2 pages)View decision