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-6136350
9 Feb 2026 Yorkshire Building Society UpheldBanking and PaymentsDRN-6136350 The complaint Mr P complains that he couldn’t find his savings account with Yorkshire Building Society (YBS) when he logged in and of the way he was treated when he called to query this. What happened In January 2025 Mr P contacted YBS as he couldn’t find his savings account... (3 pages)View decision -
Decision Reference DRN-5979734
9 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5979734 The complaint Mr S complains National Westminster Bank PLC (NatWest) closed three accounts he held with it, provided poor service when he visited a branch and took too long to give him his funds back, causing him financial loss, distress and inconvenience. What happened Mr S... (4 pages)View decision -
Decision Reference DRN-6113806
9 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6113806 The complaint Ms S complains about the way Santander UK Plc (‘Santander’ or the ‘bank’) dealt with her claim for a refund. What happened The background to this complaint is well known by Ms S and Santander. So, this decision will focus on the reasons why I’ve decided not to ... (2 pages)View decision -
Decision Reference DRN-5934041
9 Feb 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5934041 The complaint Barclays Bank UK PLC provided Mr S with the following loans: Date Amount Monthly repayments Term (months) February 2022 £14,000 £380.14 60 May 2024£2,000£77.6 36 Mr S says that loans were unaffordable and provided irresponsibly. What happened The details of ... (2 pages)View decision -
Decision Reference DRN-6116743
9 Feb 2026 Charter Court Financial Services Limited Not upheldMortgagesDRN-6116743 The complaint Mr B complains that Charter Court Financial Services Limited trading as Precise Mortgages made a report about him to fraud prevention databases in connection with a mortgage application. What happened In 2024 Mr B applied to Precise for a mortgage. It rejected ... (2 pages)View decision -
Decision Reference DRN-6128214
9 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6128214 The complaint O, a limited company, complains that Santander UK Plc didn’t send closing statements on its accounts despite repeated requests. What happened The directors of O wrote to Santander on 13 August 2025 stating that O wanted to close two accounts. They wrote further... (3 pages)View decision -
Decision Reference DRN-6124205
9 Feb 2026 Black Horse Limited Not upheldConsumer CreditDRN-6124205 The complaint Mr O is unhappy that a car supplied to him under a hire purchase agreement with Black Horse Limited was of an unsatisfactory quality. What happened In January 2023, Mr O was supplied with a used car through a hire purchase agreement with Black Horse. he paid a... (3 pages)View decision -
Decision Reference DRN-6031961
9 Feb 2026 Bank of Ireland (UK) Plc Not upheldConsumer CreditDRN-6031961 The complaint Mr E complains that Bank of Ireland (UK) Plc (BoI) lent to him irresponsibly and failed to provide appropriate forbearance when he contacted it about financial difficulty. What happened On 20 February 2018, Mr E took a loan of £15,000 with BoI. He fell into dif... (2 pages)View decision -
Decision Reference DRN-6058756
9 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6058756 The complaint Clydesdale Bank Plc, trading as Virgin Money, provided Miss E with a credit card in May 2022. It had a credit limit of £10,000. Miss E says the credit was provided irresponsibly. What happened The details of this complaint are well known to both parties, so I ... (2 pages)View decision -
Decision Reference DRN-6102912
9 Feb 2026 Paragon Bank Plc Not upheldBanking and PaymentsDRN-6102912 The complaint Mrs T complains that Paragon Bank Plc didn’t provide clear information when she was transferring funds from her Individual Savings Account (ISA) to a new product in 2022. Mrs T is represented in bringing this complaint by Mr T. What happened In November 2022,... (4 pages)View decision