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 185209 results
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Decision Reference DRN-6259539
14 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6259539 The complaint Miss A complains that HSBC UK Bank Plc trading as HSBC irresponsibly lent to her. What happened Miss A was approved for a HSBC credit card in April 2024, with a £3,000 credit limit. The credit limit was increased to £3,500 in November 2024. Miss A says that thi... (3 pages)View decision -
Decision Reference DRN-6258674
14 Apr 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6258674 The complaint Miss R complains that NewDay Ltd trading as Marbles irresponsibly lent to her. What happened Miss R was approved for a Marbles credit card in October 2022, with a £900 credit limit. Miss R says that this was irresponsibly lent to her. Miss R made a complaint to... (3 pages)View decision -
Decision Reference DRN-6141836
14 Apr 2026 Experian Limited Not upheldConsumer CreditDRN-6141836 The complaint Miss M complains Experian Limited merged her credit file with another person, causing information to be reflected incorrectly. What happened In July 2025 Miss M contacted Experian as accounts belonging to a family member were incorrectly appearing on her credit... (3 pages)View decision -
Decision Reference DRN-6272733
14 Apr 2026 Vodafone Limited Not upheldConsumer CreditDRN-6272733 The complaint Mr P complains that Vodafone Limited declined his application for a loan agreement for a new device. What happened On 11 August 2025 Mr P went into a Vodafone store to purchase a new mobile phone contract. Vodafone declined the application. Mr P was shocked tha... (2 pages)View decision -
Decision Reference DRN-5965110
14 Apr 2026 MONZO BANK LIMITED UpheldBanking and PaymentsDRN-5965110 The complaint H has complained about how Monzo Bank Limited (Monzo) handled their refund claim. What happened As all parties are familiar with this complaint, I’ll only summarise the key background where necessary within my findings below. What I’ve decided – and why I’ve co... (3 pages)View decision -
Decision Reference DRN-6285670
14 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6285670 The complaint Mr R complains that Revolut Ltd (as the recipient bank) didn’t do enough to prevent the loss he suffered when he was the victim of a scam. Mr R previously used a representative to bring his complaint (who has since ceased to act for him). But, for ease of read... (3 pages)View decision -
Decision Reference DRN-6286748
14 Apr 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6286748 The complaint Mr S’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 him under Section 140A of the Consumer Credit... (3 pages)View decision -
Decision Reference DRN-6278965
14 Apr 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6278965 The complaint Mrs E’s complaint is about a mortgage she holds with Bank of Scotland plc trading as Birmingham Midshires (BM). In July 2025, BM indicated its intention to go back to court to enforce a possession order from February 2025. The essence of the complaint is that M... (3 pages)View decision -
Decision Reference DRN-6284094
14 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6284094 The complaint Santander UK Plc provided Miss W with a credit card in £3,800, which was increased to £4,800 in October 2023.Miss W says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them a... (2 pages)View decision -
Decision Reference DRN-6275635
14 Apr 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6275635 The complaint Mr M and Mrs M complain that Nationwide Building Society (‘Nationwide’) won’t refund the money they lost after falling victim to a scam. What happened In 2023, Mr M found an investment online with a company I’ll refer to as S. S offered a rent- to-rent investm... (4 pages)View decision