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-5714070
17 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5714070 The complaint Mr and Mrs H complaint is, in essence, that Shawbrook Bank Limited (“Shawbrook”) 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) de... (7 pages)View decision -
Decision Reference DRN-6116534
17 Feb 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6116534 The complaint Mr D complains Clydesdale Bank Plc trading as Virgin Money (Virgin) failed to send him certificates of interest despite requesting them multiple times. What happened Mr D explained he telephoned Virgin on 2 June 2025 to request the certificates of interest for ... (3 pages)View decision -
Decision Reference DRN-6120410
17 Feb 2026 Logbook Lending Limited Not upheldConsumer CreditDRN-6120410 The complaint Mr S complains that Logbook Lending Limited trading as Logbookloans247 was irresponsible in its lending to him, applied unfair and disproportionate charges to his account and didn’t provide sufficient forbearance. Mr S wants a refund of all interest and charges... (4 pages)View decision -
Decision Reference DRN-5740195
17 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5740195 The complaint P, a limited company has complained about the actions of Bank of Scotland plc when it closed its foreign currency account. P is being represented by its director Mr S. What happened The detailed background of this complaint is well known to both parties. So, ... (4 pages)View decision -
Decision Reference DRN-6156171
17 Feb 2026 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-6156171 The complaint Mr A has complained that Specialist Motor Finance Limited (SMF) unfairly provided him with credit for a car. What happened In November 2019, Mr A entered into a finance agreement with SMF for the purchase of a car as shown below. Date Amount of credit Term Mo... (3 pages)View decision -
Decision Reference DRN-6158134
17 Feb 2026 Metro Bank PLC UpheldBanking and PaymentsDRN-6158134 The complaint Mr O complains Metro Bank PLC unfairly closed his accounts and unfairly reported negative payment markers to credit reference agencies. He wants compensation for the impact this had on him. What happened The facts that led to Mr O bringing this complaint to ou... (3 pages)View decision -
Decision Reference DRN-4603091
17 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4603091 The complaint Mr D and Mrs J complaint is, in essence, that Shawbrook Bank Limited (“Shawbrook”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (“CCA”) and (2) deciding against ... (8 pages)View decision -
Decision Reference DRN-6031788
17 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6031788 The complaint Mr I complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money he says was lost as the result of a scam. What happened Mr I used a company I’ll refer to as F to install a bespoke kitchen and four custom wardrobes. The work was due to start in Apr... (2 pages)View decision -
Decision Reference DRN-6158131
17 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6158131 The complaint Mr J is unhappy American Express Services Europe Limited (‘Amex’) would not remove a credit card late-payment marker from his credit file. Mr J says Amex did not treat him fairly and they were inflexible in their dealings with him. What happened I issued my pr... (7 pages)View decision -
Decision Reference DRN-6158125
17 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6158125 The complaint Miss P complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund the money she lost after falling victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’... (5 pages)View decision