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 392389 results
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Decision Reference DRN-4891534
3 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4891534 The complaint Mr P and Mrs R’s complaint is that Shawbrook Bank Limited (‘Shawbrook’) acted unfairly and unreasonably when deciding against paying their claims under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’) and being party to an unfair debtor-creditor relations... (13 pages)View decision -
Decision Reference DRN-5954775
3 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5954775 The complaint M, a company, complains that its director, Mr M, was unable to log into the business USD (dollar) account with NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) for a period of some 31 months leading to losses for M. Mr M, as sole director, makes the c... (3 pages)View decision -
Decision Reference DRN-6093496
3 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6093496 The complaint Miss M complains that there is a discrepancy with her account balance and Rev points with Revolut Ltd (“Revolut”). What happened Miss M has held accounts with Revolut since 19 December 2021 and registered for Rev points on 23 September 2024. By 30 October 202... (2 pages)View decision -
Decision Reference DRN-6103038
3 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6103038 The complaint Mr and Mrs P’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-6119830
3 Feb 2026 Nationwide Building Society UpheldMortgagesDRN-6119830 The complaint This complaint is about Mr F’s mortgage with Nationwide Building Society. He’s unhappy with the delays and poor service he experienced when applying for a further advance. What I’ve decided – and why The details of this complaint are well known to both partie... (2 pages)View decision -
Decision Reference DRN-5984409
3 Feb 2026 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5984409 The complaint Mr B complains about the quality of a car he acquired under a hire purchase agreement with Specialist Motor Finance Limited trading as SMF Motor (SMF). When I refer to what Mr B and/or SMF said or did, it should also be taken to include things said or done on ... (4 pages)View decision -
Decision Reference DRN-6096712
3 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6096712 The complaint Mrs N complains that Starling Bank Limited (“Starling”) unfairly closed her account with it when she was the victim of a scam. What happened Mrs N opened a bank account with Starling on 22 June 2025. Following a review of Mrs N’s account activity on 7 July Sta... (3 pages)View decision -
Decision Reference DRN-5797351
3 Feb 2026 Leeds Building Society Not upheldMortgagesDRN-5797351 The complaint Ms S is unhappy that, when she wanted to initiate a product switch on her mortgage, Leeds Building Society (LBS) required her to go through a re-mortgage application. To settle the complaint, Ms S wants LBS to compensate her for the upset and inconvenience caus... (3 pages)View decision -
Decision Reference DRN-6122971
3 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6122971 The complaint Mr and Mrs H’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)... (13 pages)View decision -
Decision Reference DRN-5974392
3 Feb 2026 AWP P&C S.A. Not upheldInsuranceDRN-5974392 The complaint Mr S complains that AWP P&C S.A. hasn’t paid his travel insurance claim and about its service. My references to AWP include its claim handling agent. What happened Mr S has travel insurance through his bank account. AWP is the insurer. He says he and his p... (4 pages)View decision