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 391431 results
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Decision Reference DRN-6053186
5 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6053186 The complaint Ms G and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What hap... (9 pages)View decision -
Decision Reference DRN-5876367
5 Jan 2026 Glow Financial Services Limited Not upheldConsumer CreditDRN-5876367 The complaint Miss L complains that Glow Financial Services Limited trading as Samsung Finance (Glow) rejected her claim for recompense in respect of a faulty phone. What happened Miss L purchased a mobile phone in August 2023 at a cost of £944.10 which was funded by an inte... (2 pages)View decision -
Decision Reference DRN-6017916
5 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6017916 The complaint Mr W complains that Bank of Scotland plc trading as Halifax (“Halifax”) acted irresponsibly when it allowed him to increase his overdraft limits because had it conducted proportionate checks it would have seen it wasn’t affordable or sustainable. Mr C has also... (3 pages)View decision -
Decision Reference DRN-6048921
5 Jan 2026 Lloyds Bank PLC Not upheldConsumer CreditDRN-6048921 The complaint Mr P complains that Lloyds Bank PLC lent to him irresponsibly. What happened Mr P has applied for and received three loans with Lloyds as follows: Date Amount Repayment Defaulted Closed Loan 1April 2013 £10,000 £206.64 September 2017 Loan 2April 2014 £1,500£14... (3 pages)View decision -
Decision Reference DRN-6052993
5 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6052993 The complaint Miss R is being represented by solicitors. She’s complaining about Santander UK Plc because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss R fell victim to an investment scam after she responded to an advert on social media... (4 pages)View decision -
Decision Reference DRN-6052893
5 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6052893 The complaint Miss B is being represented by her partner. She’s complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. For the sake of convenience, I’ll refer to any comments from her partner as having come from Miss B herself. Wh... (6 pages)View decision -
Decision Reference DRN-5835359
5 Jan 2026 Ageas Insurance Limited Not upheldInsuranceDRN-5835359 The complaint Mr L has complained that Ageas Insurance Limited avoided his car insurance policy and refused to meet his theft claim. What happened Mr L took out a car insurance policy with Ageas Insurance Limited through a price comparison site online in August 2024. In May ... (4 pages)View decision -
Decision Reference DRN-5898682
5 Jan 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5898682 The complaint Mr A complains about the way Capital One (Europe) plc handled his request for a refund. What happened In October 2023 Mr A had paid a firm I’ll refer to as ‘T’ to have his car’s engine rebuilt with a ‘bare reconditioned engine’ (I’ll refer to this as the ‘engin... (4 pages)View decision -
Decision Reference DRN-6052847
5 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6052847 The complaint Mr T complains that Barclays Bank UK PLC (‘Barclays’) hasn’t reimbursed his full loss after he fell victim to a scam. What happened Mr T says that he met an individual I’ll call J through a messaging service in 2013. J said she was American and living in Africa... (8 pages)View decision -
Decision Reference DRN-6041861
5 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6041861 The complaint Ms W complains about the way Nationwide Building Society (‘NBS’) handled her request for a refund. What happened Both parties are familiar with the background to this complaint, so I’ll focus my decision on my findings. What I’ve decided – and why I’ve conside... (2 pages)View decision