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-6130930
16 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6130930 The complaint Ms G complains about Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) defaulting her account. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It refle... (4 pages)View decision -
Decision Reference DRN-6006086
16 Feb 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6006086 The complaint Mr C has complained about the quality of a car provided on finance by Zopa Bank Limited. What happened Both parties are familiar with the events, so I’ll briefly summarise them here. Zopa supplied Mr C with a used car on a hire purchase agreement in February 2... (5 pages)View decision -
Decision Reference DRN-5957611
16 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5957611 The complaint Mrs T is unhappy with Barclays Bank UK Plc. Mrs T wanted to close her bond account with Barclays and move her money elsewhere. Mrs T is unhappy about the delays, loss of interest and the distress and inconvenience it caused her. What happened Mrs T arranged f... (3 pages)View decision -
Decision Reference DRN-4846489
16 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4846489 The complaint Mr and Mrs S complain 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) deciding against p... (10 pages)View decision -
Decision Reference DRN-5898454
16 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-5898454 The complaint Mr L’s complaint is, in essence, that Tandem Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ag... (12 pages)View decision -
Decision Reference DRN-5848992
16 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5848992 The complaint Mr S complains that Barclays Bank UK PLC has declined to refund disputed transactions that were made from his account. What happened On 28 May 2025, two Automated Teller Machine (ATM) withdrawals totalling £290 were made using Mr S’ card and his Personal Identi... (2 pages)View decision -
Decision Reference DRN-5937867
16 Feb 2026 Metro Bank PLC Not upheldConsumer CreditDRN-5937867 The complaint Mr H complains that Metro Bank PLC, trading as RateSetter irresponsibly lent to him. What happened Mr H took out an unsecured loan from Metro Bank PLC, trading as RateSetter, on 23 August 2022 for £10,000. The loan had an APR of 10.94%, a fee of £666, and a tot... (3 pages)View decision -
Decision Reference DRN-5947532
16 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5947532 The complaint Ms B has complained American Express Services Europe Limited didn’t refund a transaction she didn’t authorise. What happened Ms B has held an American Express account since February 2022. In April 2025 Ms B saw a payment of £84.99 pending on her American Expres... (2 pages)View decision -
Decision Reference DRN-6039036
16 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6039036 The complaint Miss A has complained Starling Bank Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A opened an account with Starling in July 2022. In October 2024 Starling identified payments into Miss A’s account t... (3 pages)View decision -
Decision Reference DRN-6151197
16 Feb 2026 Next Retail Limited Not upheldConsumer CreditDRN-6151197 The complaint Mrs S complains Next Retail Limited recorded adverse information on her credit file. What happened In March 2025, Mrs S opened a Running Account Credit with Next, which allowed her to purchase goods on credit and repay in instalments. Next says it didn’t rece... (2 pages)View decision