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-6239476
1 Apr 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6239476 The complaint The estate of Mr A’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 Mr A under Section 140A of the ... (10 pages)View decision -
Decision Reference DRN-5996630
1 Apr 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5996630 The complaint Mrs M complains that Santander UK Plc declined to refund her when her cash didn’t dispense correctly from an ATM. What happened Mrs M has an account with Santander. In April 2025, Mrs M withdrew £250 at an ATM. Mrs M then attempted to withdraw another £250 fro... (2 pages)View decision -
Decision Reference DRN-6266207
1 Apr 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6266207 The complaint Mr D complains that HSBC UK Bank Plc provided him with a poor level of customer service when replacing his debit card. What happened I issued a provisional decision on this complaint on 23 February 2026, setting out what I intended to find and why, subject to a... (4 pages)View decision -
Decision Reference DRN-6267059
1 Apr 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6267059 The complaint Mrs C complains about the outcome of a claim she made to NewDay Ltd (“NewDay”) under Section 75 of the Consumer Credit Act 1974. What happened In February 2025, Mrs C’s husband, who is an additional cardholder on Mrs C’s credit card account she holds with NewDa... (4 pages)View decision -
Decision Reference DRN-5938239
1 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5938239 The complaint Mr A complains about the outcome of a claim he made to Barclays Bank UK PLC trading as Tesco Bank (“Tesco Bank”) in relation to a car purchase. What happened In January 2025. Mr A paid a total of £9,900 using his Tesco Bank credit card to a car dealership I’ll ... (4 pages)View decision -
Decision Reference DRN-5928964
1 Apr 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5928964 The complaint Mr M complains about how Barclays Bank UK PLC trading as Tesco Bank (“Tesco Bank”) dealt with a claim he made to them in relation to a dispute he has with a garage. What happened In March 2025, Mr M paid £622.97 to a company I’ll call ‘L’ using his Tesco Bank c... (4 pages)View decision -
Decision Reference DRN-6072642
1 Apr 2026 HSBC UK Bank Plc Not upheldConsumer CreditDRN-6072642 The complaint Ms H complains that HSBC UK Bank Plc trading as First Direct Bank (First Direct) acted irresponsibly when they agreed to lend to her. What happened In November 2019, Ms H successfully applied for a loan with First Direct for £5,000, to be paid over 84 months w... (3 pages)View decision -
Decision Reference DRN-6268751
1 Apr 2026 Zopa Bank Limited UpheldBanking and PaymentsDRN-6268751 The complaint Miss G complains that Zopa Bank Limited (Zopa) lent to her irresponsibly by failing to make appropriate affordability checks before offering her a credit card. What happened Miss G applied for and was granted the following credit card from Zopa: Date Event Cr... (5 pages)View decision -
Decision Reference DRN-6127185
1 Apr 2026 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-6127185 The complaint Mr A complains that St. James’s Place Wealth Management Plc (SJP) gave him unsuitable advice to transfer his pension. He also says it didn’t always provide the ongoing reviews he was due. What happened The details of this complaint are well known to both partie... (2 pages)View decision -
Decision Reference DRN-5974208
1 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-5974208 The complaint Mr W complains that Monzo Bank Limited didn’t do enough to support him when he was gambling. What happened Mr W has a Monzo account. He complained to Monzo that he’d been able to gamble significant amounts of money (in the region of £10,000 over a period of abo... (4 pages)View decision