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-6031871
19 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6031871 The complaint Mrs A and Mr M complain that Lloyds Bank PLC (‘Lloyds’) won’t refund the money they say was lost as the result of a scam. What happened Mr M met an individual I’ll refer to as S, who he built a friendship with over a few months. Mrs A and Mr M were looking to... (4 pages)View decision -
Decision Reference DRN-6087549
19 Jan 2026 Ecology Building Society UpheldMortgagesDRN-6087549 The complaint Mr G complained that, after he missed one monthly mortgage payment to Ecology Building Society, it repeatedly marked his credit file. Mr G said Ecology initially accepted this was a mistake, and corrected his file, before telling him it hadn’t been wrong after ... (8 pages)View decision -
Decision Reference DRN-6068396
19 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6068396 The complaint Mr J’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 19... (12 pages)View decision -
Decision Reference DRN-5887427
19 Jan 2026 esure Insurance Limited Not upheldInsuranceDRN-5887427 The complaint Mr C complains that esure Insurance Limited charged him the remainder of his annual premium when he cancelled his motor insurance policy. What happened Mr C’s car was damaged, and he made a claim on his policy with esure. A valuation was eventually agreed and ... (2 pages)View decision -
Decision Reference DRN-6031864
19 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6031864 The complaint Mrs A complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money she says was lost as the result of a scam. What happened Mrs A’s husband met an individual I’ll refer to as S, who he built a friendship with over a few months. Mrs A and her husband were ... (3 pages)View decision -
Decision Reference DRN-5761808
19 Jan 2026 Handelsbanken plc UpheldBanking and PaymentsDRN-5761808 The complaint A company, which I’ll refer to as T, complains that it was mis-sold a fixed rate commercial loan by Handelsbanken plc. What happened In September 2023, T took out a £1,425,000 fixed rate loan from Handelsbanken, secured on several properties. The loan was for a... (4 pages)View decision -
Decision Reference DRN-6087380
19 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6087380 The complaint Mrs D’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance 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) (... (13 pages)View decision -
Decision Reference DRN-6087297
19 Jan 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-6087297 The complaint Miss F is unhappy that Zopa Bank Limited won’t update her contact details on her account. What happened Miss F contacted Zopa via online chat and asked for the phone number and email address details linked to her account to be updated. Zopa sent an email to Mis... (2 pages)View decision -
Decision Reference DRN-5837500
19 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5837500 The complaint Mr C and Mrs R’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 (... (11 pages)View decision -
Decision Reference DRN-6047035
19 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6047035 The complaint Mr Y is unhappy that American Express Services Europe Limited (‘Amex’) recorded missed payments and defaults with the credit reference agencies, in relation to two accounts he had with them. What happened The complaint circumstances are well known to both part... (4 pages)View decision