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-6099969
16 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6099969 The complaint Mr B complains that American Express Services Europe Limited (AESEL) cancelled his cards. What happened Mr B held some accounts with AESEL, including a British Airways card and a Gold charge card. On 11 July 2025 AESEL sent an email to Mr B advising him that a ... (2 pages)View decision -
Decision Reference DRN-6006398
16 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6006398 The complaint Mr W is unhappy that Barclays Bank UK PLC, trading as Barclaycard, defaulted his account and sold the defaulted account debit to a third party, and with the service he received surrounding this. What happened Mr W had a Barclays credit card that he used very in... (3 pages)View decision -
Decision Reference DRN-5877043
16 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5877043 The complaint Mr and Mrs T complain that Bank of Scotland plc trading as Halifax (Halifax) failed to correctly update their address, which meant they were unable to access their account. What happened Mr and Mrs T hold a joint account with Halifax. They’d moved overseas but ... (2 pages)View decision -
Decision Reference DRN-6142003
16 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6142003 The complaint A company, which I’ll refer to as L, complains that Barclays Bank UK PLC (‘Barclays’) won’t reimburse funds it says were lost to a scam. Ms R and Mr H, who are directors of L, bring the complaint on L’s behalf. What happened The facts of the case are well know... (4 pages)View decision -
Decision Reference DRN-5982415
16 Feb 2026 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5982415 The complaint Mr W complains that Admiral Financial Services Limited was irresponsible in its lending to him. What happened Mr W applied for credit with Admiral and was given a loan as follows: Date Amount of Credit APR Loan Term Monthly Repayment September 2022 £5,60020% 3... (3 pages)View decision -
Decision Reference DRN-5976103
16 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5976103 The complaint Mr and Mrs M complain 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) deciding against p... (11 pages)View decision -
Decision Reference DRN-5990190
16 Feb 2026 Advantage Finance Ltd Not upheldConsumer CreditDRN-5990190 The complaint Mr S complains about a car supplied to him using a hire purchase agreement taken out with Advantage Finance Limited (“Advantage”). What happened In December 2023, Mr S acquired a used car using a hire purchase agreement with Advantage. The car was almost eight... (3 pages)View decision -
Decision Reference DRN-5946195
16 Feb 2026 Lendable Ltd Not upheldConsumer CreditDRN-5946195 The complaint Mrs H complains that Lendable Ltd was irresponsible in its lending to her. What happened Mrs H applied for credit with Lendable and was given a loan in March 2025 for £10,000 at an APR of 15.8%. The loan term was 60 months and required 59 payments of £237.25 an... (3 pages)View decision -
Decision Reference DRN-6118612
16 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6118612 The complaint Ms A complains that Santander UK Plc gave her conflicting information about her Individual Savings Account (ISA) and about a CIFAS marker against her name. CIFAS is the UK’s fraud alert service. What happened Ms A opened an ISA with Santander and paid money int... (2 pages)View decision -
Decision Reference DRN-6059296
16 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6059296 The complaint Mr T, a sole trader, complains that National Westminster Bank Public Limited Company trading as Mettle unfairly declined his application for a business bank account. What happened The details of this complaint are well known to both parties, so I won’t repeat t... (2 pages)View decision