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-6191626
14 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6191626 The complaint Mr S complains that Barclays Bank UK PLC refused to refund unauthorised transactions carried out from his account. What happened Mr S has an account with Barclays. In the early hours of 22 December 2024 Mr S advises he was returning home via a taxi when he stop... (2 pages)View decision -
Decision Reference DRN-6277276
14 Apr 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6277276 The complaint Mrs V complains about two transactions that debited her credit card held with Vanquis Bank Limited which she says she didn’t make or authorise. What happened On 5 October 2024 a transaction for £1,999 debited Mrs V’s account and on 7 October 2024 another trans... (4 pages)View decision -
Decision Reference DRN-6149115
14 Apr 2026 Nationwide Building Society UpheldConsumer CreditDRN-6149115 The complaint Mr P says Nationwide Building Society (Nationwide), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards some personal loans. He says that the loans were unaffordable for him. What happened Th... (4 pages)View decision -
Decision Reference DRN-6245889
14 Apr 2026 Lenvi Servicing Limited Not upheldMortgagesDRN-6245889 The complaint Ms G is unhappy with delays caused by Lenvi Servicing Limited when she was trying to redeem her Help to Buy (HTB) loan. She says she has suffered losses of more than £20,000. Ms G is being represented on this complaint but for ease, I will refer to Ms G through... (4 pages)View decision -
Decision Reference DRN-6289286
14 Apr 2026 Hyundai Capital UK Limited UpheldConsumer CreditDRN-6289286 The complaint Mrs C complains that Hyundai Capital UK Limited trading as Hyundai Finance (‘Hyundai’) handled the rejection of her car unfairly and applied an unreasonable deduction for the mileage she added. Mrs C has been represented on this complaint. But, to keep things ... (4 pages)View decision -
Decision Reference DRN-6289983
14 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6289983 The complaint Mr M is complaining that Barclays Bank UK PLC hasn’t refunded payments he made to an investment scam. What happened In 2023 Mr M was contacted out of the blue by someone (the scammer) through a messaging app. He says he got chatting to the scammer about his lif... (2 pages)View decision -
Decision Reference DRN-6235356
14 Apr 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6235356 The complaint Mr W complains that TSB Bank plc blocked his account, causing him inconvenience and embarrassment. What happened On 3 September 2025 Mr W opened an account online with TSB. He was briefly able to use it without any issue. On 13 September, 2025, however, Mr W tr... (2 pages)View decision -
Decision Reference DRN-6289206
14 Apr 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6289206 The complaint Mr and Mrs S’ complaint is, in essence, that First Holiday Finance Limited, (the ‘Lender’), acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). W... (6 pages)View decision -
Decision Reference DRN-6268722
14 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6268722 The complaint Miss F complains that Revolut Ltd did not provide her with appropriate help and support to manage her gambling. What happened Miss F opened an account with Revolut in May 2025. On 30 May 2025 she contacted Revolut through its chat facility to say that she was h... (3 pages)View decision -
Decision Reference DRN-6289751
14 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6289751 The complaint Mr H complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of a scam. What happened The background to this complaint is well-known to both parties, so I’ve just set out some of the key events below. In early 2023, Mr H received... (4 pages)View decision