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-5922765
14 Jan 2026 J D Williams & Company Limited UpheldConsumer CreditDRN-5922765 The complaint Mr M complains that J D Williams & Company Limited (JDW) acted irresponsibly in lending to him. What happened Around August 2019 Mr M applied for a revolving credit facility (catalogue account) with JDW. His application was successful with the account opened... (4 pages)View decision -
Decision Reference DRN-5775682
14 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5775682 The complaint Mr B is complaining that Revolut Ltd hasn’t refunded a payment he says he didn’t make. What happened On 31 January 2025 Mr B was talking to Revolut on its online chat about a transaction that had been blocked. Shortly afterwards, he received a call from someone... (3 pages)View decision -
Decision Reference DRN-5923853
14 Jan 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-5923853 The complaint Mr M’s complaint is, in essence, Tandem Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against... (12 pages)View decision -
Decision Reference DRN-6051506
14 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6051506 The complaint Miss A complains that Lloyds Bank PLC (“Lloyds”) acted irresponsibly when it failed to monitor the overuse of her overdraft and spot that she was in financial difficulty from March 2019. For the sake of clarity, although Miss A has held an account with Lloyds ... (4 pages)View decision -
Decision Reference DRN-5885287
14 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5885287 The complaint Mr M’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (11 pages)View decision -
Decision Reference DRN-5885353
14 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5885353 The complaint Ms A’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit... (12 pages)View decision -
Decision Reference DRN-5844242
14 Jan 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5844242 The complaint Mr P complains PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket lent to him irresponsibly. And Mr P complains that Quidmarket did not recognise, when it ought to have done, his vulnerabilities and therefore treated him as a vulnerable customer. Mr P is also c... (3 pages)View decision -
Decision Reference DRN-6032873
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6032873 The complaint Mr and Mrs T’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... (14 pages)View decision -
Decision Reference DRN-5811212
14 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5811212 The complaint Mrs M complains Barclays Bank UK PLC has threatened to close her account claiming that she’s breaching its terms and conditions. What happened Mrs M has an account with Barclays and she says she has done so for years. She’s told us that she uses this account to... (2 pages)View decision -
Decision Reference DRN-5817534
14 Jan 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5817534 The complaint Mr C is unhappy that Lloyds Bank General Insurance Limited (Lloyds) has voided his home insurance policy, refunded the premiums he’d paid and declined his claim. What happened On 29 December 2023, Mr C took out a home insurance policy with Lloyds, which include... (4 pages)View decision