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-6305530
21 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6305530 The complaint Mr and Mrs D’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-6307714
21 Apr 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6307714 The complaint A limited company, which I’ll refer to as T, complains Barclays Bank UK PLC (Barclays) handled an information request poorly, which resulted in the freezing of its business account. What happened Mr S, who is a director of T, brings the complaint on T’s behalf.... (3 pages)View decision -
Decision Reference DRN-6276047
21 Apr 2026 Tesco Mobile Limited Not upheldConsumer CreditDRN-6276047 The complaint Mrs P has complained that Tesco Mobile Limited (Tesco) is holding her liable for a credit agreement that was taken to buy a new phone. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them he... (4 pages)View decision -
Decision Reference DRN-6032043
21 Apr 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6032043 The complaint Miss P complains that HSBC UK Bank Plc, without her consent, recalled her funds that it had sent to another ISA provider in error, before the maturity date. This caused another financial loss for her and created more stress. What happened Miss P wanted to move ... (2 pages)View decision -
Decision Reference DRN-6283005
21 Apr 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6283005 The complaint Mr D complains TSB Bank plc paid a Direct Debit to a third-party company after he had obtained a refund from TSB under the Direct Debit Guarantee. What happened Mr D explained a third-party merchant took a payment of approximately £40 in mid- November 2025 thro... (3 pages)View decision -
Decision Reference DRN-6235665
21 Apr 2026 Aviva Insurance Limited UpheldInsuranceDRN-6235665 The complaint Mr L has complained about the advice and information Aviva Insurance Limited (‘Aviva’) gave to him when he called to ask about an upgrade for his travel insurance. What happened Mr L has a travel insurance policy with his bank account, underwritten by Aviva. He... (2 pages)View decision -
Decision Reference DRN-6302079
21 Apr 2026 Standard Life Lifetime Mortgages Limited Not upheldMortgagesDRN-6302079 The complaint Mr W complains that Standard Life Mortgages Limited: 1. Sent him emails that were aggressive, dismissive and unnecessarily confrontational. 2. Mishandled his complaint. What happened Mr W has a mortgage with Standard Life – although Mr W disputes that it is the... (3 pages)View decision -
Decision Reference DRN-6161924
21 Apr 2026 Hutchison 3G UK Limited UpheldConsumer CreditDRN-6161924 The complaint Mr W complains about a fixed sum loan agreement taken out in his name with Hutchison 3G UK Limited trading as Three, that was used to buy a brand new mobile telephone device. What happened In July 2024, Mr W’s account with Three was accessed online and used to ... (3 pages)View decision -
Decision Reference DRN-6091938
21 Apr 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6091938 The complaint Miss M complains that American Express Services Limited (Amex) unfairly closed her credit card accounts and supplementary card accounts without providing a proper explanation. She is also unhappy with the service she received from Amex. What happened The detai... (4 pages)View decision -
Decision Reference DRN-6245875
21 Apr 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6245875 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to him. What happened In June 2019 Mr C applied for a credit card with Virgin Money with a balance transfer of around £1,355. The application was accepted, and Virgin Money provi... (4 pages)View decision