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-6256409
15 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6256409 The complaint Mr B’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (16 pages)View decision -
Decision Reference DRN-6256405
15 Apr 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6256405 The complaint Mr B’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... (16 pages)View decision -
Decision Reference DRN-6291784
15 Apr 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6291784 The complaint Miss K complains that NewDay Ltd (NewDay) irresponsibly provided her with a credit card account and increased her credit limit. What happened In March 2021, Miss K applied for a Fluid Credit Card account with NewDay. She was given an initial credit limit of £2... (4 pages)View decision -
Decision Reference DRN-6291846
15 Apr 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6291846 The complaint Mrs R’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... (6 pages)View decision -
Decision Reference DRN-6235073
15 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6235073 The complaint Mr and Mrs R are unhappy Santander UK Plc changed the mobile number on their account records without their authorisation. What happened Mr and Mrs R received a message from Santander to say that their mobile number had been amended. Following which, they learne... (2 pages)View decision -
Decision Reference DRN-6189972
15 Apr 2026 National Savings and Investments Not upheldBanking and PaymentsDRN-6189972 The complaint Mrs S complains that National Savings and Investments (NS&I) mishandled her maturity options on her Indexed-Linked Savings Certificate (ILSC), leaving her disappointed she could not invest the maturity amount as she wished. What happened Mrs S held a 3-year... (3 pages)View decision -
Decision Reference DRN-6257486
15 Apr 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6257486 The complaint C, which brings this complaint as a partnership, complains about matters relating to Know Your Business (KYB) checks by TSB Bank plc. What happened The circumstances of this complaint are well known to both parties, so I won’t describe them in great detail here... (2 pages)View decision -
Decision Reference DRN-6290340
15 Apr 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6290340 The complaint Mrs G and Mrs T complain that Barclays Bank UK PLC gave incorrect advice which has led to a reduced credit score and difficulties with a lender. What happened All submissions on this case have been made by Mrs T and so I’ll be referring to her throughout. Mrs G... (3 pages)View decision -
Decision Reference DRN-6247949
15 Apr 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-6247949 The complaint Mr W complains that Zopa Bank Limited irresponsibly lent to him. What happened Mr W was approved for a Zopa credit card in October 2022, with a £900 credit limit. Mr W says that Zopa irresponsibly lent to him. Mr W made a complaint to Zopa, who did not uphold h... (3 pages)View decision -
Decision Reference DRN-6203486
15 Apr 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6203486 The complaint Miss X complains PayPal UK Ltd won’t refund her for buyer protection claims she made. What happened Miss X bought some items and raised two buyer protection claims. PayPal refused to refund her. Miss X complained to PayPal, and after looking into Miss X’s clai... (3 pages)View decision