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-5777432
16 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5777432 The complaint Miss D complains Bank of Scotland plc (“BoS”) recorded adverse information on her credit file. What happened Miss D held a current account with an overdraft facility with BoS. In April 2022, Miss D entered into a Debt Arrangement Scheme (DAS), which included h... (2 pages)View decision -
Decision Reference DRN-6057318
16 Feb 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-6057318 The complaint Mr D complains that Zopa Bank Limited (Zopa) irresponsibly entered into a credit card agreement with him. What happened In February 2022, Mr D applied for a credit card with Zopa. He was given a credit card account with a credit limit of £4,000. Mr D complain... (3 pages)View decision -
Decision Reference DRN-6065573
16 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6065573 The complaint Mr D complains that Nationwide Building Society won’t reimburse money he says he lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In late 2020-early 2021, Mr D found an inv... (3 pages)View decision -
Decision Reference DRN-5919123
16 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5919123 The complaint Ms G is complaining about transactions to a third party (G) which she believes were unauthorised. Ms G’s husband, Mr H, has also provided information throughout this complaint on her behalf – however for ease throughout this decision I will be referring to Ms G... (4 pages)View decision -
Decision Reference DRN-6156755
16 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6156755 The complaint Mr and Mrs B’s complaint is, in essence, 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’), (2) de... (3 pages)View decision -
Decision Reference DRN-6003188
16 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6003188 The complaint Mr I complains Monzo Bank Ltd recorded a marker against him on a fraud database. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr I received a payment into his Monzo account through a bank transfer in May 2023. So... (3 pages)View decision -
Decision Reference DRN-6047060
16 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6047060 The complaint AMERICAN EXPRESS SERVICES EUROPE LIMITED (AmEx) provided Mr S with a credit card in 2022. It had a credit limit of £1,0000. Mr S says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t ... (2 pages)View decision -
Decision Reference DRN-6156675
16 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6156675 The complaint Mrs D’s complaint is, in essence, that Tandem Personal Loans Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deci... (12 pages)View decision -
Decision Reference DRN-5796696
16 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5796696 The complaint Mr P complains that Monzo Bank Ltd (“Monzo”), have failed to refund money that he lost as part of an What happened Mr P came across a company that purported to be an investment firm, but he says it was actually a scammer that I will call C. Mr P was persuaded t... (3 pages)View decision -
Decision Reference DRN-5973407
16 Feb 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5973407 The complaint A company I’ll refer to as P complains that the Royal Bank of Scotland Plc unreasonably restricted their accounts, which meant they couldn’t make payments. They’d like to be adequately compensated. What happened The background to this complaint is well known t... (3 pages)View decision