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
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Decision Reference DRN-6218201
12 Mar 2026 Barclays Bank UK PLC UpheldConsumer CreditDRN-6218201 The complaint Ms O complains that Barclays Bank UK PLC trading as Tesco Bank was irresponsible in its lending to her. She wants a full refund of all interest, fees and charges on both loans and all associated entries removed from her credit file. She would also like an apolo... (5 pages)View decision -
Decision Reference DRN-6096400
12 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6096400 The complaint Mr A complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco Bank”) irresponsibly provided him with a credit card, and that they failed to act appropriately when he subsequently experienced severe financial difficulties. What happened Mr A was provide... (3 pages)View decision -
Decision Reference DRN-6068032
12 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6068032 The complaint Mr C has complained that Revolut won’t refund money he lost to a job scam. What happened Mr C has said he fell victim to a job scam which resulted in a total loss of £14,525.50. He received an unexpected text message offering him an “opportunity” to make money.... (5 pages)View decision -
Decision Reference DRN-6120455
12 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6120455 The complaint Mr C complains that NewDay Ltd trading as Marbles (“NewDay”) rejected his claim for compensation under section 75 of the Consumer Credit Act 1974 in relation to gambling deposits processed on his credit card to an overseas casino. What happened In July and Augu... (2 pages)View decision -
Decision Reference DRN-6149791
12 Mar 2026 Rock Insurance Services Limited Not upheldInsuranceDRN-6149791 The complaint Mr and Mrs M are unhappy that their annual travel insurance policy (‘the policy’) – arranged and administered by Rock Insurance Services Limited – wasn’t initially set up to include worldwide cover (excluding USA, Canada, Caribbean and Mexico), as they were led... (3 pages)View decision -
Decision Reference DRN-6205214
12 Mar 2026 ZILCH TECHNOLOGY LIMITED UpheldBanking and PaymentsDRN-6205214 The complaint Mr M complains that ZILCH TECHNOLOGY LIMITED (“Zilch”) has failed to help stop payments being made to a third-party company. What happened Mr M contacted Zilch in 2025 because he’d noticed he’d been incorrectly charged monthly payments by a third-party company... (4 pages)View decision -
Decision Reference DRN-6178118
12 Mar 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6178118 The complaint Mr F complains about the information Barclays Bank UK PLC has reported to the credit reference agencies (CRAs) in relation to a current account he had with it. What happened Mr F initiated a current account switch from his Barclays account to another bank. The... (4 pages)View decision -
Decision Reference DRN-5766053
12 Mar 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5766053 The complaint Mr and Mrs M’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)... (12 pages)View decision -
Decision Reference DRN-5899113
12 Mar 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5899113 The complaint Mr and Mrs A’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)... (9 pages)View decision -
Decision Reference DRN-6062103
12 Mar 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6062103 The complaint Mr W complains Revolut Ltd failed to provide him with clear information on the benefits of his account upgrade. What happened The details of this complaint are well known to both parties, so I won’t repeat them here again in detail. In summary, Mr W upgraded his... (3 pages)View decision