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 179851 results
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Decision Reference DRN-5851993
13 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5851993 The complaint Mr C complains Santander UK Plc didn’t clearly explain a payment arrangement would impact his credit file. What happened Mr C holds a credit card account with Santander. In December 2024, Mr C contacted Santander for support in reducing his outstanding balance... (2 pages)View decision -
Decision Reference DRN-5861581
13 Feb 2026 Canada Life Limited Not upheldMortgagesDRN-5861581 The complaint Mr and Mrs L have complained about the valuation that was carried out when they applied for an equity release mortgage with Canada Life Limited. They’ve said the property was undervalued and they’re unhappy that, when they appealed, it wasn’t looked at by a dif... (3 pages)View decision -
Decision Reference DRN-5853199
13 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5853199 The complaint Mr C complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit A... (8 pages)View decision -
Decision Reference DRN-6152753
13 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6152753 The complaint NewDay Ltd trading as Aqua (‘NewDay’) provided Mr M with a credit card in November 2019 with a limit of £900. Subsequently there was an increase to the credit limit on 24 July 2020 to £1,650 and on 28 December 2020 to £2,900. Mr M says NewDay failed to lend rea... (2 pages)View decision -
Decision Reference DRN-5877329
13 Feb 2026 MARKS AND SPENCER FINANCIAL SERVICES PLC Not upheldBanking and PaymentsDRN-5877329 The complaint Miss M complains about the information MARKS AND SPENCER FINANCIAL SERVICES PLC (MASFS) are reporting on her credit file in relation to a credit card account she has with it. What happened In 2023, Miss M got into difficulties repaying her debts. She says she ... (3 pages)View decision -
Decision Reference DRN-6143558
13 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6143558 The complaint Mr L complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund money he lost to a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In December 2025 Mr L fell vi... (3 pages)View decision -
Decision Reference DRN-5989194
13 Feb 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5989194 The complaint Miss W is unhappy with the way she was treated when the car supplied to her under a conditional sale agreement with Moneybarn No.1 Limited trading as Moneybarn (“Moneybarn”) was taken back and sold at auction. When I refer to what Miss W has said and what Mone... (3 pages)View decision -
Decision Reference DRN-6148613
13 Feb 2026 Bank of Scotland Plc UpheldMortgagesDRN-6148613 The complaint Mr S complains about the way Bank of Scotland plc trading as Intelligent Finance (IF) has managed his offset mortgage. In particular, he doesn’t think it fair that he’s been charged interest even when the borrowing balance is fully offset by the savings balance... (4 pages)View decision -
Decision Reference DRN-6129763
13 Feb 2026 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-6129763 The complaint Mr M complains that Lantern Debt Recovery Services Limited trading as Lantern (Lantern) haven’t done enough to remedy the fact his data was accessed in an IT security incident they experience. What happened Lantern experienced an IT security incident in April 2... (3 pages)View decision -
Decision Reference DRN-6110284
13 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6110284 Complaint Mr P is unhappy that Santander UK Plc didn’t reimburse him after he reported falling victim to a scam. Background The background to this case is well known to the parties, so I don’t intend to set it out in full here. Instead, I’ll provide a brief summary of the ke... (3 pages)View decision