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-5842693
20 Feb 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-5842693 The complaint Mr J is unhappy that Zopa Bank Limited, trading as Zopa, consider him to have missed a payment and reported it as such to the credit reference agencies. What happened Mr J has a personal loan with Zopa, the original terms of which include that Mr J must make 30... (2 pages)View decision -
Decision Reference DRN-6144779
20 Feb 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6144779 The complaint Mr K is unhappy with the way Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (“VWFS”) handled the return of his car at the end of the finance agreement. When I refer to what Mr K has said and what VWFS has said, it should al... (3 pages)View decision -
Decision Reference DRN-5940602
20 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5940602 The complaint Mr W complains about how his chargeback dispute and subsequent complaint about this matter was handled by Bank of Scotland plc trading as Halifax. What happened On 28 February 2025, Mr W used his Halifax debit card to make a payment of £196 towards a holiday le... (3 pages)View decision -
Decision Reference DRN-5705288
20 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5705288 The complaint Mr H is unhappy Starling Bank Limited (‘Starling’) won’t reimburse him the money he lost when he fell victim to what he believes was an authorised push payment (‘APP’) scam. What happened The details and facts of this complaint are well-known to both parties, ... (4 pages)View decision -
Decision Reference DRN-5921763
20 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5921763 The complaint Miss A complains that Clydesdale Bank Plc trading as Virgin Money blocked her from using her credit card, and made it difficult for her to use it again. What happened Miss A was on holiday abroad and tried to use her credit card to make a purchase online. Virgi... (2 pages)View decision -
Decision Reference DRN-6164443
20 Feb 2026 First Central Underwriting Limited UpheldInsuranceDRN-6164443 The complaint Mrs M has complained First Central Underwriting Limited raised her motor insurance policy premium after the policy had started. What happened In June 2025, Mrs M took out a motor insurance policy underwritten by First Central through a comparison website – the ... (3 pages)View decision -
Decision Reference DRN-6111696
20 Feb 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6111696 The complaint Mr C complained that TSB Bank plc took too long to action his request to turn off his SMS alerts/text messages. What happened Mr C contacted TSB at 10:18 on the mobile app chat service to “turn off [his] text alerts.” Initially Mr C was talking to a TSB Smart A... (2 pages)View decision -
Decision Reference DRN-5988437
20 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5988437 The complaint The estate of Mrs T complains Barclays Bank UK PLC blocked a payment it was trying to make and that this took a considerable amount of time to resolve. What happened Mrs T sadly passed away in December 2024 leaving her husband behind as one of the executors of ... (2 pages)View decision -
Decision Reference DRN-6138700
20 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6138700 The complaint Mr E complains that Barclays Bank UK PLC gave him incorrect information about how he could make a large payment and this led to financial loss and caused him inconvenience. What happened Mr E explains that on 9 July 2025 branch staff arranged to make a ‘CHAPS’ ... (4 pages)View decision -
Decision Reference DRN-5869849
20 Feb 2026 esure Insurance Limited Not upheldInsuranceDRN-5869849 The complaint Ms H is unhappy that esure Insurance Limited (“esure”) declined her claim for damage caused by an escape of water and failed to contact her promptly or at all. What happened The background to this complaint is well-known to both parties, so I’ve summarised what... (4 pages)View decision