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 401363 results
-
Decision Reference DRN-6221983
13 Mar 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6221983 The complaint Mr H’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 him under Section 140A of the Consumer Credit... (25 pages)View decision -
Decision Reference DRN-6002044
13 Mar 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6002044 The complaint Mr S complains that American Express Services Europe Limited (“AMEX”) failed to process a direct debit, resulting in a missed payment on his credit card and an adverse marker on his credit file. What happened AMEX provided Mr S with a credit card in May 2025. M... (2 pages)View decision -
Decision Reference DRN-6212406
13 Mar 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6212406 The complaint Miss W is unhappy that The Royal Bank of Scotland Plc (RBS) won’t reimburse losses from payments she made to a scam. A professional representative, WRS, has brought the complaint to the Financial Ombudsman Service on Miss W’s behalf. What happened Miss W fell ... (7 pages)View decision -
Decision Reference DRN-6079795
13 Mar 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6079795 The complaint Mr and Mrs 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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (26 pages)View decision -
Decision Reference DRN-6218938
13 Mar 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6218938 The complaint Mrs 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) decidin... (4 pages)View decision -
Decision Reference DRN-6086477
13 Mar 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6086477 The complaint Mr A complains that Monzo Bank Ltd recorded his current account as in default. What happened On 31 December 2021, Mr A’s current account became overdrawn. On 8 January 2022, Monzo told Mr A that if his account balance remained overdrawn for 60 days, it would cl... (2 pages)View decision -
Decision Reference DRN-5808978
13 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5808978 The complaint Mr J complains that Barclays Bank UK PLC won’t refund the money he lost when he was the victim of a scam. What happened In October 2021, Mr J commented on a social media post about a festival he had recently attended, and his comment was liked by a user whose ... (4 pages)View decision -
Decision Reference DRN-6115455
13 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6115455 The complaint Mr G complains HSBC UK Bank Plc (“HSBC”) closed his account and registered a default against him for an unarranged overdraft without properly notifying him of its intended actions or the need for him to make payment. Mr G says HSBC’s actions have, and are, caus... (3 pages)View decision -
Decision Reference DRN-5995010
13 Mar 2026 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5995010 The complaint Mr G complains that Santander Consumer (UK) Plc rejected his request for a refund in respect of the purchase of an over valued asset. What happened In October 2021 Mr G acquired a static caravan from a site operator at a cost of £63,000 funded in part by a cond... (3 pages)View decision -
Decision Reference DRN-5818413
13 Mar 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5818413 The complaint Mr J complains that Lloyds Bank PLC (‘Lloyds’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Between 2021 and 2024 Mr J fell victim to a series of scams. Initially, Mr J messaged various individuals who purported to be Hollywood... (4 pages)View decision