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 400694 results
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Decision Reference DRN-6273943
8 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6273943 The complaint Mr H complains Barclays Bank UK PLC provided poor service following a cash deposit he made to his current account in a branch. What happened Mr H attempted to pay £400 in cash into his account. Only £390 was credited so he approached the staff in the branch fo... (3 pages)View decision -
Decision Reference DRN-6176168
8 Apr 2026 MBNA Limited Not upheldBanking and PaymentsDRN-6176168 The complaint Mr W complains that MBNA Limited irresponsibly provided him with an unaffordable credit card and didn’t act on signs of financial difficulty. What happened MBNA provided Mr W with a credit card with an original credit limit of £5,300 in July 2018. MBNA went on ... (6 pages)View decision -
Decision Reference DRN-4730700
8 Apr 2026 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4730700 The complaint Mr A’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Personal 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 Act 197... (7 pages)View decision -
Decision Reference DRN-6276405
8 Apr 2026 Barclays Bank UK PLC UpheldMortgagesDRN-6276405 The complaint Mr and Mrs N complain that they were mis-advised by Barclays Bank UK PLC to reduce their monthly payment so that the mortgage would complete by the end of its term. Having done this, they found out that they owed approximately £6,000 on the mortgage which they ... (5 pages)View decision -
Decision Reference DRN-6276986
8 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6276986 The complaint A charity, which I’ll refer to as ‘T’, is unhappy that Lloyds Bank PLC didn’t act on its instruction to set up a new standing order. T’s complaint is brought to this service by one of its trustees, whom I’ll refer to as ‘Mr S’. What happened T holds a busines... (3 pages)View decision -
Decision Reference DRN-5979438
8 Apr 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5979438 The complaint Mr A has complained about the way American Express Services Europe Limited “AmEx” defaulted two of his credit card accounts. What happened All parties are familiar with the facts in this case so I’ll only briefly set them out here. Between September and Octobe... (3 pages)View decision -
Decision Reference DRN-6202484
8 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6202484 The complaint Ms L complains Lloyds Bank PLC didn’t protect her as it should have when she fell victim to a romance scam. What happened I issued my provisional decision on 16 March 2026, which forms part of this decision and can be found below: The background to this compla... (4 pages)View decision -
Decision Reference DRN-6276810
8 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6276810 The complaint Mr H 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 a... (11 pages)View decision -
Decision Reference DRN-6276797
8 Apr 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6276797 The complaint Mrs P is unhappy that NewDay Ltd, trading as Marbles, misallocated a £1,000 payment that she made to her account. What happened On 6 March 2025, Mrs P made a payment of £1,000 toward her Marbles credit card account. She says she made this payment through the M... (4 pages)View decision -
Decision Reference DRN-6263047
8 Apr 2026 Inter Partner Assistance SA Not upheldInsuranceDRN-6263047 The complaint Mr and Mrs D have complained that Inter Partner Assistance SA (IPA) declined a claim they made on a travel insurance policy. What happened Mr and Mrs D were taking a trip abroad in April 2025. They unfortunately missed their outbound flight and so made a claim... (2 pages)View decision