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 393318 results
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Decision Reference DRN-6077572
19 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6077572 The complaint Mr T complains that Barclays Bank UK PLC trading as “Tesco Bank” has continued enforcement action on his credit card account, despite him pausing payments whilst raising concerns. What happened Besides setting out Mr T’s complaint, I won’t repeat all the facts... (3 pages)View decision -
Decision Reference DRN-5877287
19 Feb 2026 Castle Trust Capital PLC Not upheldMortgagesDRN-5877287 The complaint Mr G and Mrs G have complained about what happened when they applied to Castle Trust Capital PLC (“CTC”) for a commercial bridging loan. They’ve said CTC wasn’t transparent, recorded incorrect information and kept asking for more information. Mr G and Mrs G say... (6 pages)View decision -
Decision Reference DRN-6069614
19 Feb 2026 Legal & General (Portfolio Management Services) Ltd Not upheldPensions and AnnuitiesDRN-6069614 The complaint Mr B complains that Legal & General (Portfolio Management Services) Ltd hasn’t invested his regular contributions into his workplace pension plan in accordance with his instructions. Mr B says he transferred his pension pot from his former plan to this pla... (8 pages)View decision -
Decision Reference DRN-6167355
19 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6167355 The complaint Mr T’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... (12 pages)View decision -
Decision Reference DRN-5849926
19 Feb 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-5849926 The complaint Mrs H has complained that Zopa Bank Limited (Zopa) is holding her liable for a loan she says she did not knowingly take out. What happened Mrs H says she responded to an investment opportunity she saw advertised on television. She says she called the number di... (4 pages)View decision -
Decision Reference DRN-5966804
19 Feb 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5966804 The complaint Mr T complains that a car he acquired using a finance agreement with CA AUTO FINANCE UK LTD (“CA Auto”) was of unsatisfactory quality. What happened In October 2024, Mr T entered a hybrid finance agreement (part hire-purchase, part fixed- sum loan) with CA Auto... (5 pages)View decision -
Decision Reference DRN-5927516
19 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5927516 The complaint Mr S complains Barclays Bank UK PLC trading as Tesco Bank (“Tesco Bank”) didn’t treat him fairly when he asked for assistance with obtaining a partial refund for a holiday which he paid for using his Tesco Bank credit card. What happened Mr S has a credit card ... (4 pages)View decision -
Decision Reference DRN-6004456
19 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6004456 The complaint Mr D complains that HSBC UK Bank Plc won’t refund his losses from a scam. What happened Mr D was the victim of a romance scam, where he was tricked into making a card payment of around £4,000 to a money remittance service, which was ultimately sent on to frauds... (2 pages)View decision -
Decision Reference DRN-6035019
19 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6035019 The complaint Mr S complains about how NewDay Ltd trading as Aqua (“Aqua”) handled a claim about a hotel booking made using his credit card. What happened In July 2025, Mr S used his Aqua credit card to pay for a hotel booking for a guest and her child. The cost of the booki... (3 pages)View decision -
Decision Reference DRN-6104595
19 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6104595 The complaint Mrs B complains Lloyds Bank PLC unfairly closed her accounts and provided her with poor service. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mrs B held multiple accounts with Llo... (4 pages)View decision