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 388057 results
-
Decision Reference DRN-5775418
13 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5775418 The complaint Miss K complains that Barclays Bank UK PLC (Barclays) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mis... (3 pages)View decision -
Decision Reference DRN-6073885
13 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6073885 The complaint Mr and Mrs D’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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (13 pages)View decision -
Decision Reference DRN-6073861
13 Jan 2026 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-6073861 The complaint Mr H complains Lantern Debt Recovery Services Limited are unfairly and unlawfully pursuing a debt in his name. Mr H also says Lantern have caused him mental health harm and processed his data in contravention of General Data Protection Regulation (GDPR). What h... (5 pages)View decision -
Decision Reference DRN-5950955
13 Jan 2026 Quidie Limited UpheldConsumer CreditDRN-5950955 The complaint Mr R complains that Quidie Limited trading as Fernovo treated him unfairly and contrary to General Data Protection Regulation (GDPR) regulations by corresponding with him using an incorrect address. He experienced distress and inconvenience. What happened Mr R ... (2 pages)View decision -
Decision Reference DRN-5829960
13 Jan 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5829960 The complaint Mr O is unhappy that Lloyds Bank PLC won’t refund money he lost to a scam. What happened In September 2024 Mr O received a call from someone claiming to be from Lloyds’ fraud team. He was taken through security and then told the account was under attack from sc... (3 pages)View decision -
Decision Reference DRN-5898326
13 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5898326 The complaint Ms B complains that Santander UK Plc hasn’t reimbursed the money she says she’s lost to a scam. What happened In November 2020, Ms B invested £20,000 in a company I’ll refer to as ‘E’. E said it was involved in sustainable renewable energy, as well as investing... (3 pages)View decision -
Decision Reference DRN-5993249
13 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5993249 The complaint Mr and Mrs D’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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (10 pages)View decision -
Decision Reference DRN-5846325
13 Jan 2026 Next Retail Limited Not upheldConsumer CreditDRN-5846325 The complaint Mr C complains that Next Retail Limited trading as Next Online (Next) acted irresponsibly by agreeing to lend to him. What happened Around January 2021 Mr C applied for a revolving credit facility (store card) with Next. His application was successful with Next... (4 pages)View decision -
Decision Reference DRN-6014556
13 Jan 2026 Nationwide Building Society Not upheldMortgagesDRN-6014556 The complaint Mr and Mrs W complain that Nationwide Building Society did not treat them fairly when they applied to port or transfer their mortgage to another property. What happened In 2021, Mr and Mrs W took out a mortgage with Nationwide for £118,379. It had a fixed inter... (4 pages)View decision -
Decision Reference DRN-5971987
13 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5971987 The complaint Mr T complains Revolut Ltd didn’t do enough to protect him from harmful gambling. Mr T’s complaint is brought by a representative, but for ease I’ll only refer to Mr T even if submissions were made by his representative. What happened Mr T complained to Revo... (4 pages)View decision