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-5657246
15 Jan 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5657246 The complaint Mr G complains that Barclays Bank UK PLC trading as Tesco Bank provided him with an unaffordable personal loan. What happened In January 2018 Tesco Bank provided Mr G with a loan of £8,500 for the declared purpose of home improvements. The loan had a term of 62... (6 pages)View decision -
Decision Reference DRN-5794920
15 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5794920 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) won’t refund him money, which he says he lost to a scam. In bringing his complaint to this service Mr S is represented, but for ease of reading I will refer to Mr S, throughout this decision. What happened The back... (6 pages)View decision -
Decision Reference DRN-6081954
15 Jan 2026 EE Limited UpheldConsumer CreditDRN-6081954 The complaint Miss G is unhappy that EE Limited restricted her mobile phone without warning and with the service she’s received surrounding this matter. What happened On 16 April 2025, Miss G received a letter from EE which explained that she had £220.92 of unpaid arrears on... (3 pages)View decision -
Decision Reference DRN-5979589
15 Jan 2026 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5979589 The complaint Mr G complains about a car he acquired using a hire purchase agreement with N.I.I.B Group Limited trading as Northridge Finance (“Northridge”). He says the car was faulty when supplied, the dealership failed to carry out agreed repairs and damaged the car furth... (3 pages)View decision -
Decision Reference DRN-5879472
15 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5879472 The complaint Ms R complains about how Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) dealt with a claim she made in relation to a transaction financed using a fixed sum loan agreement. What happened In June 2023, Ms R bought flooring from a compa... (4 pages)View decision -
Decision Reference DRN-6057705
15 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6057705 The complaint Mr S is unhappy that Santander UK Plc (‘Santander’) applied a mark-up when converting two incoming international payments after he was told that they don’t apply one. What happened I issued a provisional decision on this complaint, inviting both parties to let ... (4 pages)View decision -
Decision Reference DRN-5737827
15 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5737827 The complaint Mr C is unhappy Lloyds Bank PLC closed his account in error. What happened Mr C has a current account with Lloyds. In May 2025 Lloyds received notice from a solicitor that someone with Mr C’s name and date of birth had passed away and, in error, Mr C’s account... (2 pages)View decision -
Decision Reference DRN-6015592
15 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6015592 The complaint Mrs M complains that Santander UK Plc declined to issue her a new debit card and then closed her account. They passed the debts to external debt collectors. She thinks this was discriminatory. She’d like to be compensated. What happened Mrs M held accounts wit... (3 pages)View decision -
Decision Reference DRN-5786393
15 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5786393 The complaint A company which I’ll call ‘T’ complains that Barclays Bank UK Plc behaved unreasonably when completing its banking checks. The complaint is brought on T’s behalf by one of its directors, Mr P. What happened T held a business current account with Barclays. Mr... (3 pages)View decision -
Decision Reference DRN-6053370
15 Jan 2026 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-6053370 The complaint Miss H complains that Tandem Motor Finance Ltd unfairly entered into a hire purchase agreement with her. What happened In October 2023, Tandem provided Miss H with finance for a car. The cash price of the car was £18,995 and there was a deposit of £250. The am... (8 pages)View decision