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 392389 results
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Decision Reference DRN-6026193
5 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6026193 The complaint Mrs H complains that Lloyds Bank PLC (‘Lloyds’) irresponsibly granted her a credit card she couldn’t afford to repay. What happened In December 2012 Mrs H entered into an agreement with Lloyds to have access to credit by way of a credit card account. She was g... (3 pages)View decision -
Decision Reference DRN-5898187
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5898187 The complaint 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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (9 pages)View decision -
Decision Reference DRN-6014404
5 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6014404 The complaint Mr S complaints HSBC Bank UK Plc wrongly recorded a default against him, and this caused severe distress and inconvenience. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr S held ... (3 pages)View decision -
Decision Reference DRN-6123807
5 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6123807 The complaint Mrs H complains about the service she received from American Express Europe Limited (AMEX). A family member is representing Mrs H but to keep things simple, I will refer to Mrs H throughout my decision. What happened • Mrs H is a customer of AMEX. In July 2025,... (3 pages)View decision -
Decision Reference DRN-6131888
5 Feb 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-6131888 The complaint Miss R is unhappy that Lendable Ltd trading as Zable refused to refund transactions she said she didn’t authorise. What happened Miss R contacted Zable on 23 September 2024 to dispute 12 transactions totalling just over £550 carried out from December 2023 to Ma... (3 pages)View decision -
Decision Reference DRN-6129795
5 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6129795 The complaint Miss H is unhappy NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) hasn’t offered her a refund after she complained about being the victim of a scam. What happened Miss H was made aware of a private clinic offering cosmetic treatments that I will re... (4 pages)View decision -
Decision Reference DRN-6011425
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6011425 The complaint Mr and Mrs 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) ... (8 pages)View decision -
Decision Reference DRN-6074117
5 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6074117 The complaint Mr G complains about the charges that Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (Novuna), applied when he handed back a car he had acquired under a hire agreement. When I refer to what Mr G and/or Novuna said or did, it should also be ta... (4 pages)View decision -
Decision Reference DRN-6089028
5 Feb 2026 Telefonica UK Limited UpheldConsumer CreditDRN-6089028 The complaint Mr B complained about the way Telefonica UK Limited trading as O2 (O2) administered a fixed sum loan agreement he had with it. What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything again in detail. But to... (3 pages)View decision -
Decision Reference DRN-5940502
5 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5940502 The complaint Ms D complains about HSBC UK Bank trading as First Direct. She says that she has been the victim of a scam, and would like First Direct to refund her the money she has lost. What happened Ms D was introduced to an investment opportunity I will refer to as ‘B’ ... (4 pages)View decision