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-6178609
13 Apr 2026 TSB Bank plc UpheldBanking and PaymentsDRN-6178609 The complaint Mr Y complains that TSB Bank plc sent him confirmation his account had closed but nothing about his complaint. TSB then sent a response to an unrelated complaint. What happened Mr Y said he contacted TSB’s Live Chat on 29 August 2025 to close his account, but ... (3 pages)View decision -
Decision Reference DRN-6242391
13 Apr 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6242391 The complaint Ms L complains Revolut Ltd didn’t refund a payment made in error. Ms L states she selected the correct recipient, but Revolut sent it to the wrong account, and she received poor service when trying to get this recalled. What happened Ms L attempted to make a pa... (3 pages)View decision -
Decision Reference DRN-6269392
13 Apr 2026 Pepper (UK) Limited Not upheldMortgagesDRN-6269392 The complaint This complaint is about a buy-to-let (BTL) mortgage that Mrs G holds with Pepper (UK) Limited. There are several strands to the complaint, all of which relate to how Pepper has treated Mrs G since she fell into arrears on the mortgage, its appointment of Law of... (4 pages)View decision -
Decision Reference DRN-6279778
13 Apr 2026 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-6279778 The complaint Miss R complains that Stellantis Financial Services UK Limited (‘Stellantis’) have been unreasonable to suggest she’d be able to refinance a balloon payment and avoid excess mileage charges. She also complains about the level of service she received. What happe... (2 pages)View decision -
Decision Reference DRN-5986029
13 Apr 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5986029 The complaint Miss M has complained that Clydesdale Bank Plc, trading as Virgin Money, were irresponsible when providing her with a credit card and subsequently increasing the credit limit. What happened Virgin Money provided Miss M with a credit card in January 2023 with a ... (3 pages)View decision -
Decision Reference DRN-6158165
13 Apr 2026 MONZO BANK LIMITED UpheldBanking and PaymentsDRN-6158165 The complaint Mr L complains about the service he received from Monzo Bank Limited (“Monzo”) when he was on a business trip abroad and his card was blocked resulting in him not being able to access his funds. What happened Mr L was abroad on a three-month business trip. Due ... (4 pages)View decision -
Decision Reference DRN-6186394
13 Apr 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6186394 The complaint Ms H is unhappy Bank of Scotland plc trading as Halifax has refused to refund numerous Direct Debit’s which she’s said were taken in error. What happened Ms H notified Halifax on 24 October 2025 through their chat service that she wished to seek a refund under... (3 pages)View decision -
Decision Reference DRN-6046430
13 Apr 2026 Fairscore Ltd Not upheldConsumer CreditDRN-6046430 The complaint Fairscore Ltd, trading as Updraft, provided Mr W with the following two loans: Details Date Amount Monthly repayments Term Loan one November 2022 £6,000£184.55 48 months Loan twoJuly 2023 £7,200£210.91 60 months Mr W says the credit was provided irresponsibly... (2 pages)View decision -
Decision Reference DRN-6280810
13 Apr 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6280810 The complaint Mrs P’s complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (the ‘Lender’), acted unfairly and unreasonably by being party to an unfair credit relationship with her under Section 140A of the Consumer Credit ... (6 pages)View decision -
Decision Reference DRN-6263357
13 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6263357 The complaint NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) provided Mrs A with a £25,000 loan in August 2023. Mrs A 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... (2 pages)View decision