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
-
Decision Reference DRN-6076081
15 Jan 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6076081 The complaint Mr I complains Lloyds Bank PLC unfairly blocked his account and hasn’t allowed him access to his funds. He wants compensation for the impact this has had on him. What happened I set out the background to this complaint in my provisional decision. I now repeat m... (7 pages)View decision -
Decision Reference DRN-6079707
15 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6079707 The complaint Miss T, who is represented by her father, complains Nationwide Building Society didn’t give her appropriate guidance when she needed to deposit a cheque it had sent and that she’s now not able to access the cheque’s proceeds until she’s eighteen. What happened ... (2 pages)View decision -
Decision Reference DRN-5775923
15 Jan 2026 Western Circle Ltd Not upheldConsumer CreditDRN-5775923 The complaint Mr R has complained that Western Circle Ltd trading as Cashfloat (“Cashfloat”) gave him a loan without carrying out sufficient affordability checks. Had better checks been made then Cashfloat would’ve seen he was subject to an Individual Voluntary Arrangement (... (3 pages)View decision -
Decision Reference DRN-6017125
15 Jan 2026 Zopa Bank Limited UpheldInvestmentsDRN-6017125 The complaint Ms L complains about the way Zopa Bank Limited dealt with a request to provide statements for her Peer-to-Peer (P2P) lending account. She says its handling of the situation has caused her hassle and frustration. What happened Ms L held a P2P lending account on... (3 pages)View decision -
Decision Reference DRN-6078206
15 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6078206 The complaint Mr H and Mrs G 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)... (7 pages)View decision -
Decision Reference DRN-5751478
15 Jan 2026 Valour Finance Limited Not upheldConsumer CreditDRN-5751478 The complaint Mr B complains about Valour Finance Limited trading as Savvy.co.uk (“Valour”). He says the credit agreement doesn’t adequately explain that extra interest that will be charged should he wish to settle the loan early. Had Mr B been aware that extra interest woul... (3 pages)View decision -
Decision Reference DRN-6079658
15 Jan 2026 Trading 212 UK Limited UpheldBanking and PaymentsDRN-6079658 The complaint Mr M complains that Trading 212 UK Limited won’t refund what he says are unauthorised payments. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. Mr M holds ... (5 pages)View decision -
Decision Reference DRN-5995240
15 Jan 2026 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5995240 The complaint Mr S complains about the way Shop Direct Finance Company Limited trading as Very (‘Very’) handled his claim for a refund. What happened The background to this complaint is well known by both parties so I’ll focus my decision on my findings. I issued an informal... (2 pages)View decision -
Decision Reference DRN-5981023
15 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5981023 The complaint Mr and Mrs S’ complaint is about a transaction on their bank account with Lloyds Bank PLC. They are unhappy that a refundable deposit they paid was not credited back to their account when they thought it should have been. What happened On 27 April 2025 Mr S pai... (3 pages)View decision -
Decision Reference DRN-5968783
14 Jan 2026 247 Money Group Limited Not upheldConsumer CreditDRN-5968783 The complaint Miss M complains that a hire purchase agreement with 247 Money Group Limited under which a car was supplied to her was unaffordable and that it lent to her irresponsibly. What happened A used car was supplied to Miss M under a hire purchase agreement with 247 M... (3 pages)View decision