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-6261073
16 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6261073 The complaint Mr C complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he believes he lost to an authorised push payment (‘APP’) scam. What happened In April 2025, Mr C and his partner instructed a business, which I’ll refer to as ‘Company A’, to carry out some r... (6 pages)View decision -
Decision Reference DRN-6285131
16 Apr 2026 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-6285131 The complaint Mr P complains about end of contract charges Stellantis Financial Services UK Limited (Stellantis) asked him to pay. He also raises concerns about the quality of the car they leased to him and their handling of his queries. What happened I issued a provisional ... (3 pages)View decision -
Decision Reference DRN-6053046
16 Apr 2026 THE CO-OPERATIVE BANK P.L.C. UpheldBanking and PaymentsDRN-6053046 The complaint Ms T complains THE CO-OPERATIVE BANK P.L.C. has failed to pay her a switch incentive – despite satisfying all the criteria and despite repeatedly telling her she had done. What happened Ms T says she opened an account with the Co-operative Bank and switched an ... (3 pages)View decision -
Decision Reference DRN-6221324
16 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6221324 The complaint Mr S complains Santander UK Plc recorded a marker against him on a national fraud database and is seeking repayment of a balance that he doesn’t believe he owes. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr S r... (2 pages)View decision -
Decision Reference DRN-6295369
16 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6295369 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (10 pages)View decision -
Decision Reference DRN-6278923
16 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6278923 The complaint Mr and Mrs L complain that Barclays Bank UK PLC lent to them irresponsibly. What happened Mr and Mrs L had a joint account with Barclays. They applied for an overdraft and several increases which were agreed as follows: Date Event Limit 23 August 2018 Opening ... (4 pages)View decision -
Decision Reference DRN-6055275
16 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6055275 The complaint Mr J complains that Lloyds Bank PLC (“Lloyds”) acted irresponsibly when it provided him with two separate overdraft facilities and allowed him to overuse both for a sustained period. Mr J also complains that following his complaint, Lloyds closed one of the acc... (4 pages)View decision -
Decision Reference DRN-6091645
16 Apr 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6091645 The complaint Mr C has complained about the way American Express Services Europe Limited (“AmEx”) dealt with a claim for money back in relation to some hotel rooms he paid for with credit it provided. What happened All parties are familiar with the facts of this case, so I’... (4 pages)View decision -
Decision Reference DRN-6178214
16 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6178214 The complaint and background Mr H complains Revolut Ltd won’t reimburse around £19,000 that he lost when he fell victim to a cryptocurrency investment scam. Our investigator didn’t uphold the complaint. He found that although Revolut had intervened in some initial payments ... (2 pages)View decision -
Decision Reference DRN-6294871
16 Apr 2026 Admiral Financial Services Limited Not upheldConsumer CreditDRN-6294871 The complaint Mr C has complained that a car provided on finance by Admiral Financial Services Limited was not of satisfactory quality when it was supplied. What happened Both Mr C and Admiral are familiar with the events of this complaint, so I’ll briefly summarise them he... (6 pages)View decision