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-6110659
19 Feb 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6110659 The complaint Miss M complains that Nationwide Building Society transferred her Individual Savings Account (ISA) to them too soon, resulting in financial loss. What happened Miss M visited a Nationwide branch on 22 April 2025 to open a new ISA as her existing ISA with anothe... (3 pages)View decision -
Decision Reference DRN-6165477
19 Feb 2026 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-6165477 The complaint Mr I’s complaint is about a mortgage he used to hold with Bank of Ireland (UK) Plc, referred to here as BOI. Mr I is unhappy about the bank’s process for a negative equity sale (NES) from 2 August 2025 onwards, and says that BOI has incorrectly calculated the s... (3 pages)View decision -
Decision Reference DRN-5886753
19 Feb 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-5886753 The complaint Mrs J complains that Metro Bank PLC (Metro) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mrs J says sh... (3 pages)View decision -
Decision Reference DRN-6012148
19 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6012148 The complaint Mr L is being represented by solicitors. He’s complaining about Santander UK Plc because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr L fell victim to an investment scam after someone he’d been chatting to online introduced ... (3 pages)View decision -
Decision Reference DRN-6165418
19 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6165418 The complaint Mr and Mrs U’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)... (10 pages)View decision -
Decision Reference DRN-6002003
19 Feb 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-6002003 The complaint Mr D complains AXA Insurance UK Plc (AXA) unfairly settled a claim on his motor insurance policy after he was involved in a collision with a third-party. What happened Whilst reversing his car Mr D collided with a third-party car. He reported the incident to A... (2 pages)View decision -
Decision Reference DRN-6127042
19 Feb 2026 Fairscore Ltd Not upheldConsumer CreditDRN-6127042 The complaint Mr I complains that Fairscore Limited trading as Updraft (Updraft) lent to him irresponsibly by offering a loan without making sufficient affordability checks. What happened Mr I applied for and was granted a loan by Updraft as shown below Date Amount of credit... (3 pages)View decision -
Decision Reference DRN-6144373
19 Feb 2026 Bank of Scotland Plc UpheldMortgagesDRN-6144373 The complaint Mrs K complains that she was not aware she was on a mortgage with Bank of Scotland plc trading as Birmingham Midshires that is in joint names with her brother. What happened In 2006, Mrs K took out an interest only mortgage with Birmingham Midshires. The mortga... (4 pages)View decision -
Decision Reference DRN-6002690
19 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6002690 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)... (8 pages)View decision -
Decision Reference DRN-6089549
19 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6089549 The complaint Mr D has complained that National Westminster Bank Public Limited Company (NatWest) treated him unfairly when he started to gamble using his NatWest current account. What happened On 17 December 2024, Mr D began to use his NatWest current account to make gambli... (3 pages)View decision