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 391431 results
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Decision Reference DRN-6058345
28 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6058345 The complaint Mrs M has complained Lloyds Bank PLC won’t refund her for a cash machine withdrawal that she didn’t make. What happened Mrs M has held an account with Lloyds for many years. In June 2025 Mrs M went into her Lloyds branch. She’d recently withdrawn £1,200 from an... (3 pages)View decision -
Decision Reference DRN-6051732
28 Jan 2026 Allianz Global Corporate & Specialty SE UpheldInsuranceDRN-6051732 The complaint T complains about Allianz Global Corporate & Specialty SE’s handling of a commercial property insurance policy and claim. T is a charity. It’s been represented by a Trustee under the complaint. For simplicity I’ve referred to the Trustee’s comments and acti... (3 pages)View decision -
Decision Reference DRN-5956892
28 Jan 2026 Zempler Bank Limited UpheldBanking and PaymentsDRN-5956892 The complaint R has complained Zempler Bank Limited Company won’t refund them for transactions they didn’t authorise. What happened Mr L is a director of R. R holds a business account with Zempler. I refer to both R and Mr L throughout this decision because of the nature of ... (3 pages)View decision -
Decision Reference DRN-5812230
28 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5812230 The complaint Miss O complains TSB Bank plc didn’t cancel direct debits linked to her ex-husband when he was removed from their joint account. What happened Miss O has had an account with TSB for many years. She asked for the account to be converted into a joint account when... (2 pages)View decision -
Decision Reference DRN-6112890
28 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6112890 The complaint Mrs E complains Mitsubishi HC Capital UK Plc (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with her under Section 140A of the CCA. Mrs E is represe... (15 pages)View decision -
Decision Reference DRN-5938055
28 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5938055 The complaint Ms S complains that Barclays Bank UK PLC has declined to refund disputed transactions that were made from her account. What happened On 19 March 2025, Ms S says she visited an Automated Teller Machine (ATM) as she wanted to withdraw some money, but whilst the t... (3 pages)View decision -
Decision Reference DRN-5887824
28 Jan 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5887824 The complaint Mr R complains about charges applied by BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (Alphera) after he voluntarily terminated a hire purchase agreement. What happened In November 2021, Mr R was supplied with a used car through a hi... (5 pages)View decision -
Decision Reference DRN-5838531
28 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5838531 The complaint K is a company. It complains that Monzo Bank Ltd blocked and then closed its account without notice and without providing reasons. It then returned to K only a small amount of the money which had been held in the account. K has been represented by its director,... (2 pages)View decision -
Decision Reference DRN-6090153
28 Jan 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6090153 The complaint Mrs M’s complaint is, in essence, that Tandem Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding a... (13 pages)View decision -
Decision Reference DRN-6068856
28 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6068856 The complaint Mr U complains that HSBC UK Bank Plc cancelled his credit card without telling him. What happened Mr U held a credit card with HSBC. Mr U discovered that his card had been cancelled and his account closed when he attempted a transaction in 2025. Mr U complained... (2 pages)View decision