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 185689 results
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Decision Reference DRN-6007401
23 Apr 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6007401 The complaint Mr I is unhappy AMERICAN EXPRESS SERVICES EUROPE LIMITED won’t reimburse him for transactions on his account completed by a third-party using his credit card. What happened The facts of this complaint are well known to both Mr I and American Express, so I won... (3 pages)View decision -
Decision Reference DRN-6245609
23 Apr 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6245609 The complaint X complains about the service received from HSBC UK Bank Plc (“HSBC”) when it processed two refund requests for a payment that was only sent once leaving her out of pocket. What happened On 2 September X mistakenly made a transfer of £2,000 into their account ... (3 pages)View decision -
Decision Reference DRN-6294657
23 Apr 2026 Fluro Platform Limited Not upheldConsumer CreditDRN-6294657 The complaint Ms Z complains that Fluro Platform Limited trading as Fluro irresponsibly lent to her. What happened Ms Z was approved for a Fluro personal loan for £15,000 in March 2023. Ms Z said this was irresponsibly lent to her. Ms Z made a complaint to Fluro, who did not... (3 pages)View decision -
Decision Reference DRN-6308078
23 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6308078 The complaint Mr S complains that HSBC UK Bank Plc loaded a negative fraud marker against him. He’d like it removed and compensation for the impact. What happened Mr S made an application for a current account with HSBC. However, on reviewing the application HSBC declined it... (3 pages)View decision -
Decision Reference DRN-6273999
23 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6273999 The complaint Ms M says Lloyds Bank PLC (“Lloyds”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Ms M says she wa... (3 pages)View decision -
Decision Reference DRN-6275565
23 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6275565 The complaint Mr T complains about the service received from Lloyds Bank PLC (“Lloyds”) when trying to locate a historical account that he believes still holds funds in and is unhappy Lloyds hasn’t been able to locate the account or return the funds. What happened Mr T foun... (3 pages)View decision -
Decision Reference DRN-6140593
23 Apr 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6140593 The complaint Ms C complains that NewDay Ltd trading as Fluid treated her unfairly regarding an outstanding balance on her Fluid credit card. What happened Ms C argues NewDay failed to exercise reasonable forbearance, when she was unable to make payments towards her credit c... (4 pages)View decision -
Decision Reference DRN-6270021
23 Apr 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6270021 The complaint Mr C complains that NewDay Ltd trading as Opus irresponsibly lent to him. What happened Mr C was approved for an Opus credit card in August 2022, with a £300 credit limit. Mr C says this was irresponsibly lent to him. Mr C made a complaint to Opus, who did not ... (2 pages)View decision -
Decision Reference DRN-6171406
23 Apr 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6171406 The complaint Mrs L’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 her under Section 140A of the Consumer Cre... (5 pages)View decision -
Decision Reference DRN-6272152
23 Apr 2026 New Wave Financial Services Ltd UpheldMortgagesDRN-6272152 The complaint Ms S complains about mortgage and protection advice she received from New Wave Financial Services Ltd. What happened In June 2025 Ms S consulted a mortgage broker, New Wave, about re-mortgaging following the end of a fixed rate period on her mortgage. New Wave ... (3 pages)View decision