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-6088096
29 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6088096 The complaint Mr P complains about disputed transactions on his American Express Services Europe Limited (“AMEX”) account and about the way he was treated by AMEX. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here... (2 pages)View decision -
Decision Reference DRN-6114027
29 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6114027 The complaint Mr 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’), (2) deciding a... (6 pages)View decision -
Decision Reference DRN-5811228
29 Jan 2026 Plata Finance Limited Not upheldConsumer CreditDRN-5811228 The complaint Mr P has complained that Plata Finance Limited were irresponsible when approving a loan. What happened Plata provided Mr P with a loan of £7,500 in January 2024 to be repaid over three years, with monthly repayments of just under £300. Mr P says the lending dec... (2 pages)View decision -
Decision Reference DRN-6050758
29 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6050758 The complaint Miss F complains Lloyds Bank PLC acted unfairly by not refunding a payment she made using her credit card. What happened In December 2024, Miss F booked a package holiday abroad, with a company I’ll refer to as H, scheduled for September 2025, that she was due ... (5 pages)View decision -
Decision Reference DRN-6030591
29 Jan 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-6030591 The complaint Ms W complains about the way Advantage Insurance Company Limited (‘Advantage’) handled a claim she made under her motor insurance policy as well as the liability decision they reached. What happened Ms W was involved in a car accident involving a third-party v... (3 pages)View decision -
Decision Reference DRN-5972018
29 Jan 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-5972018 The complaint Mrs W complains about the way Metro Bank PLC (“Metro”) administered her current accounts on two occasions. She said Metro’s actions seriously impacted her health. What happened Mrs W said she had two current accounts with Metro. In her complaint to Metro she ma... (4 pages)View decision -
Decision Reference DRN-6014604
29 Jan 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-6014604 The complaint Mr F complains that Zopa Bank Limited irresponsibly lent to him. What happened Mr F applied for a Zopa credit card via a credit broker. He says he declared a total income of £33,865 (which included benefits), and he declared he had three people financially depe... (3 pages)View decision -
Decision Reference DRN-5679899
29 Jan 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5679899 The complaint Miss K is unhappy that Bank of Scotland plc, trading as Halifax, won’t reimburse all the losses arising from payments she made towards a scam. What happened The key events of this complaint are already known to both parties, so I won’t repeat everything in deta... (5 pages)View decision -
Decision Reference DRN-6114111
29 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-6114111 The complaint Mr R complains about the way U K Insurance Limited trading as Direct Line (‘UKI’) handled a storm damage claim he made on his property insurance policy. What happened The details of the claim are well known to both parties, so I won’t repeat them again here. I... (2 pages)View decision -
Decision Reference DRN-6072977
29 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6072977 The complaint Ms P complains that Barclays Bank UK PLC trading as Barclaycard closed her account without providing a reason. What happened Ms P held a credit card with Barclays. On 17 October 2025 she received a letter advising her that her account would be closed on 17 Dece... (2 pages)View decision