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-6286107
14 Apr 2026 Rightcard Payment Services Limited Not upheldBanking and PaymentsDRN-6286107 The complaint Miss N complains that Rightcard Payment Services Limited trading as Lemfi will not reimburse funds she lost as a result of a scam. What happened In summary in August 2025 Miss N made several international payments totalling £2,721 for what she thought was a leg... (2 pages)View decision -
Decision Reference DRN-6288905
14 Apr 2026 THE CO-OPERATIVE BANK P.L.C. UpheldConsumer CreditDRN-6288905 The complaint Miss C complains about how The Co-Operative Bank PLC (“Co-op”) has administered a Professional and Career Development Loan (“PCDL”) that she took out in February 2019. What happened Miss C took a PCDL from Co-op in February 2019. The loan was for £10,000 to be ... (4 pages)View decision -
Decision Reference DRN-6138202
14 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6138202 The complaint Mr G complains that Lloyds Bank PLC did not act promptly when he informed them he had sent funds to the wrong payee using the faster payment service in error. Mr G says the delay resulted in the failure to recover the funds. What happened On 26 July 2025, Mr G ... (2 pages)View decision -
Decision Reference DRN-5945278
14 Apr 2026 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-5945278 The complaint Miss I complains PayPal (Europe) S.a r.l Cie, S.C.A. (“PayPal”) irresponsibly lent to her and still has to make repayments that she can’t afford. What happened In April 2021 Miss I applied for a credit account with PayPal. The application was approved, and she ... (3 pages)View decision -
Decision Reference DRN-6268987
14 Apr 2026 PaySend PLC Not upheldBanking and PaymentsDRN-6268987 The complaint Mr D complains that several transactions he made from his PaySend PLC account failed. What happened In late 2025, Mr D attempted to make several payments from his PaySend account using his card provided by his bank (Bank A). The payments failed. When Mr D con... (2 pages)View decision -
Decision Reference DRN-6255091
14 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6255091 The complaint Mr R is unhappy Barclays Bank UK PLC (Barclays) closed his account. What happened Barclays wrote to Mr R on 10 December 2025 informing him they had taken the decision to close his account in 90 days’ time. Barclays have explained that following an incident in... (2 pages)View decision -
Decision Reference DRN-6290483
14 Apr 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6290483 The complaint Ms 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 her under Section 140A of the Consumer Cred... (9 pages)View decision -
Decision Reference DRN-6014872
14 Apr 2026 MBNA Limited Not upheldBanking and PaymentsDRN-6014872 The complaint Mr N complained about the way MBNA Limited dealt with a claim for money back for a purchase made using his credit card. What happened Around February 2023, Mr N’s son who is an additional cardholder on Mr N’s credit card account, purchased a tap for around £80... (3 pages)View decision -
Decision Reference DRN-6197878
14 Apr 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6197878 The complaint Ms K, represented by Miss K, complains that Santander UK Plc allowed an adult without parental responsibility (PR) to open a Junior ISA (JISA) for her. What happened Ms K’s father opened a JISA for her at Santander. Her mother, Miss K, had already opened a JISA... (2 pages)View decision -
Decision Reference DRN-6220954
14 Apr 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6220954 The complaint Mr C complains that Vanquis Bank Limited didn’t treat him fairly over a number of years, while in persistent debt, on his credit card account. What happened The details of this complaint are well-known to both parties, so I won’t repeat them here. The facts ar... (2 pages)View decision