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-6059538
28 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6059538 The complaint Mr S complains that Lloyds Bank PLC won’t refund money he lost when he was a victim of an investment scam. Mr S is being represented by a person I’ll refer to as ‘Mr L’. What happened The background to this complaint is well known to both parties and so I’ll on... (11 pages)View decision -
Decision Reference DRN-5868179
28 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5868179 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-5837902
28 Jan 2026 Santander UK Plc UpheldMortgagesDRN-5837902 The complaint Mr X has complained about a mortgage he held with Santander UK Plc. What happened Mr X took this mortgage out in 2003. It appears that within a few years he had reduced the balance to nil and the account was left open in case he wanted to drawdown funds in the fut... (8 pages)View decision -
Decision Reference DRN-5590297
28 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5590297 The complaint Mrs T complains that Barclays Bank UK PLC (“Barclays”) hasn’t protected her from losing money to scammers. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs T has said that in... (3 pages)View decision -
Decision Reference DRN-5811905
28 Jan 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5811905 The Complaint Mr and Mrs T’s complaint is, in essence, that First Holiday Finance Ltd (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 ... (13 pages)View decision -
Decision Reference DRN-6095203
28 Jan 2026 Nationwide Building Society UpheldConsumer CreditDRN-6095203 Complaint Mr P has complained that Nationwide Building Society (“Nationwide”) unfairly provided him with unaffordable loans. He’s said that Nationwide continued to provide him with loans even though his indebtedness was growing and the loans were unsustainable. Background M... (7 pages)View decision -
Decision Reference DRN-5870360
28 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5870360 The complaint Mr and Mrs K’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding again... (12 pages)View decision -
Decision Reference DRN-6112588
28 Jan 2026 National House-Building Council Not upheldInsuranceDRN-6112588 The complaint Mr W complains about how National House-Building Council (NHBC) intends to settle a claim made under his Buildmark Policy. What happened Mr W owns a new build home in a building made up of residential flats and a commercial unit. It’s covered by a NHBC Buildma... (2 pages)View decision -
Decision Reference DRN-6099069
28 Jan 2026 Barclays Bank UK PLC Not upheldMortgagesDRN-6099069 The complaint Mr L complains that Barclays Bank UK PLC unfairly reduced the limit of his mortgage current account facility (MCA). What happened Mr L has a mortgage with Barclays. The mortgage has an MCA. That is a secured overdraft facility where the limit increases as the m... (3 pages)View decision -
Decision Reference DRN-5878425
28 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5878425 The complaint Mrs H and Mr H’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... (8 pages)View decision