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 388057 results
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Decision Reference DRN-5991439
13 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5991439 The complaint Mr S complains that National Westminster Bank PLC (“NatWest”) requested the return of his loan money too early. What happened Mr S says he cancelled his loan on 20 June 2025 and, later, received a letter saying repayment was due by 10 July 2025. This was earli... (2 pages)View decision -
Decision Reference DRN-5997452
13 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5997452 The complaint and background Mr H complains that Lloyds Bank PLC (“Lloyds”) didn’t do enough to protect him when he fell victim to a scam. Our investigator didn’t uphold the complaint. She wasn’t persuaded that Lloyds ought to have been concerned about the payments Mr H was ... (2 pages)View decision -
Decision Reference DRN-5747294
13 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5747294 The complaint Mr M complains that Barclays Bank UK PLC (“Barclays”) won’t reimburse funds he lost as a result of a scam. What happened In 2024, Mr M made numerous payments throughout the year for the purchase of various football shirts from a seller who had advertised their ... (4 pages)View decision -
Decision Reference DRN-6028522
13 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6028522 The complaint Mr C complains that Lloyds Bank PLC (Lloyds) authorise. What happened Mr C says that on 25 May 2025, he became aware of a transaction on his account that he did not recognise. On attempting to contact Lloyds to raise concerns without any success, Mr C went int... (4 pages)View decision -
Decision Reference DRN-5914831
13 Jan 2026 U K Insurance Limited Not upheldInsuranceDRN-5914831 The complaint Mr and Mrs K are complaining about the way U K Insurance Limited (UKI) has handled a claim they made on their buildings and contents insurance policy. Mr K has largely handled the claim and complaint on their behalf. So for this reason I’ll referred to him sole... (3 pages)View decision -
Decision Reference DRN-5888283
13 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5888283 The complaint Ms B’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... (14 pages)View decision -
Decision Reference DRN-5890702
13 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5890702 The complaint Mr A complained about the way Monzo Bank Ltd dealt with a claim for money back for payments he made using his debit card. What happened Mr A has explained that he has a compulsive spending problem which can result in him gambling in a harmful way. As a result,... (3 pages)View decision -
Decision Reference DRN-6070005
13 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6070005 The complaint Mr and Mrs T are unhappy National Westminster Bank PLC Ltd will not refund the money Mrs T lost as the result of a scam. What happened As all parties are aware of the details of the scam, I will not repeat them in full here. In summary, Mrs T fell victim to a j... (3 pages)View decision -
Decision Reference DRN-5755297
13 Jan 2026 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-5755297 The complaint Mr B is unhappy Hutchison 3G UK Limited trading as Three are asking him to pay off a fixed sum loan agreement after he upgraded his phone contract. What happened Mr B took out a fixed sum loan agreement with Three to pay for a mobile phone in late 2023, with re... (3 pages)View decision -
Decision Reference DRN-6075198
13 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6075198 The Complaint Mr and Mrs F complain that Shawbrook Bank Limited is liable to pay it compensation under the Consumer Credit Act 1974 (as amended) (the ‘CCA’) following a complaint made about a timeshare bought using credit it provided. Mr and Mrs F’s complaint is, in essence... (6 pages)View decision