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 401363 results
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Decision Reference DRN-6211050
10 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6211050 The complaint Dr M complains about the lack of support they received from Lloyds Bank PLC when their card was blocked whilst abroad. What happened Dr M holds a credit card with Lloyds. On 21 August 2025 Dr M attempted a transaction with a car hire company. The transaction wa... (3 pages)View decision -
Decision Reference DRN-5719744
10 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5719744 The complaint Mr H complains that Nationwide Building Society won’t provide him with a refund when he suffered a financial loss after making a payment following a threat of violence. What happened The detailed background to this complaint is well known to both parties. So, ... (3 pages)View decision -
Decision Reference DRN-5947745
10 Apr 2026 Haven Insurance Company Limited UpheldInsuranceDRN-5947745 The complaint Mr A complains about the delays he experienced when Haven Insurance Company Limited (“Haven”) handled his claim for a damaged carport. When I refer to what Haven said or did, it should be taken to include anything said or done by agents acting on its behalf. ... (4 pages)View decision -
Decision Reference DRN-6268296
10 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6268296 The complaint Mr I complains that HSBC UK Bank Plc (‘HSBC’) registered a Cifas marker against him without due cause. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened here. But, in summary, M... (2 pages)View decision -
Decision Reference DRN-6086456
10 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6086456 The complaint Mr W complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Hitachi Capital (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 amende... (15 pages)View decision -
Decision Reference DRN-6127717
10 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6127717 The complaint Mr K’s and Mrs K’s complaint is, in essence, that Shawbrook Bank 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’). What h... (10 pages)View decision -
Decision Reference DRN-6207363
10 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6207363 The complaint Miss S complains Lloyds Bank PLC transferred all of the funds in her current account – rather than £4,000 – into an ISA meaning she didn’t have access to her money when she needed it. She says this has caused her considerable distress and inconvenience. What ha... (2 pages)View decision -
Decision Reference DRN-6107118
10 Apr 2026 U K Insurance Limited Not upheldInsuranceDRN-6107118 The complaint Mr T complains that U K Insurance Limited trading as Churchill Insurance (UKI) unfairly accepted liability on his behalf following a claim on his motor insurance policy. What happened Mr T has a motor insurance policy underwritten by UKI. In July 2023 Mr T was ... (3 pages)View decision -
Decision Reference DRN-6268009
10 Apr 2026 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-6268009 The complaint Miss A complains that Shop Direct Finance Company Limited (‘Shop Direct’), trading as Very, irresponsibly granted her credit she couldn’t afford to repay and caused her to get into financial difficulties as a result. What happened n March 2019, Miss A entered ... (3 pages)View decision -
Decision Reference DRN-5896946
10 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5896946 The complaint Mr H complains that Barclays Bank UK PLC (‘Barclays’) won’t reimburse the funds he says he lost to what he believes was a scam. What happened Based on the information I’ve been provided, my understanding is as follows. In 2020 Mr H was sent an email about an ... (5 pages)View decision