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 179155 results
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Decision Reference DRN-6161105
17 Feb 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6161105 The complaint The estate of Mr F complains Nationwide Building Society caused or contributed to delays in the transfer of an ISA belonging to Mr F. What happened Mr F sadly passed away in August last year. He’d appointed his daughter as one of two attorneys under a power of ... (3 pages)View decision -
Decision Reference DRN-5936338
17 Feb 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5936338 The complaint Mr D complains that MONEYBARN NO.1 LIMITED (“Moneybarn”) have wrongly marked his finance agreement as defaulted and wrongly repossessed the car from him. What happened Mr D entered into a conditional sale agreement with Moneybarn in February 2020 for the supply... (3 pages)View decision -
Decision Reference DRN-6016395
17 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6016395 The complaint Mr I and Ms J complain that Bank of Scotland plc (‘Bank of Scotland’) won’t reimburse the funds they lost when they paid money to what they believe was a scam. It was Mr I that made the disputed payments so for the most part I will only refer to him throughout... (5 pages)View decision -
Decision Reference DRN-5988714
17 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5988714 The complaint Mr S is unhappy that American Express Services Europe Limited (“AmEx”) defaulted his account and transferred the account debt to a third-party debt recovery agency (“DRA”). What happened Mr S had an AmEx account that had fallen into arrears. Mr S successfully a... (3 pages)View decision -
Decision Reference DRN-6160799
17 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6160799 The complaint Mr P’s complaint is, in essence, that Tandem Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ag... (12 pages)View decision -
Decision Reference DRN-6065789
17 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6065789 The complaint and background Ms D complains that Santander UK Plc (“Santander”) didn’t do enough to protect her when she fell victim to an employment scam in 2025. Our investigator didn’t uphold the complaint. She didn’t think the initial payments on 30 May and 1 June 2025 o... (3 pages)View decision -
Decision Reference DRN-6160404
17 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6160404 The complaint Mr T’s complaint is about two related things. He’s unhappy with how Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (“BPF”) has treated him after it wrote to him as part of a review scheme to check if it should pay compensation to cu... (9 pages)View decision -
Decision Reference DRN-6160689
17 Feb 2026 WorldPay (UK) Limited UpheldBanking and PaymentsDRN-6160689 The complaint W complains WorldPay (UK) Limited didn’t carry out proper checks when setting up a merchant services agreement resulting in it being chased for payments it didn’t owe as well as reputational damage and considerable inconvenience. What happened W is a small busi... (3 pages)View decision -
Decision Reference DRN-6157325
17 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6157325 The complaint Mr R complains about the way Bank of Scotland plc (BOS) treated him and says that it failed to take account of his vulnerabilities when he made it aware of issues on his account. What happened Mr R holds an account with BOS. Around 21 June 2025, he contacted BO... (3 pages)View decision -
Decision Reference DRN-6059672
17 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6059672 The complaint Mr O complains that HSBC UK Bank Plc did not reimburse the funds he says he lost to a scam. What happened Mr O says he found a property advertised online, which he wanted to rent. He was told he had to pay a deposit and the first month’s rent to secure the prop... (3 pages)View decision