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-6131607
9 Feb 2026 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-6131607 The complaint Mr M complains that Shawbrook Bank Limited mis-calculated the interest due to him on his cash ISA. What happened Mr M had a cash ISA with Shawbrook. He opened the account on 4 July 2024 with a cash deposit of £20,000. The balance was increased by a transfer in ... (4 pages)View decision -
Decision Reference DRN-6039369
9 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6039369 The complaint Miss S complains HSBC UK Bank Plc acted unfairly by defaulting her account when she was making repayments. She also says HSBC treated her unfairly when assessing the amount she could repay each month. What happened After a change in her personal circumstances M... (4 pages)View decision -
Decision Reference DRN-6137732
9 Feb 2026 Wise Payments Limited UpheldBanking and PaymentsDRN-6137732 The complaint Mr R has complained that Wise Payments Limited won’t refund money he lost to an investment scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my... (3 pages)View decision -
Decision Reference DRN-6137692
9 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6137692 The complaint Mr S’ complaint is, in essence, that Tandem Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding aga... (10 pages)View decision -
Decision Reference DRN-5954629
9 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5954629 The complaint National Westminster Bank Public Limited Company (NatWest) provided Mr M with a £24,550 loan in September 2022. It had a 60-month term and the monthly repayments were £560.35. Mr M says the loan was provided irresponsibly. What happened The details of this com... (2 pages)View decision -
Decision Reference DRN-6087118
9 Feb 2026 The Mortgage Works (UK) Plc UpheldMortgagesDRN-6087118 The complaint This complaint is about Mr C’s mortgage with The Mortgage Works (UK) Plc; I’ll call it TMW from hereon. Mr C was arranging a new interest rate deal for the mortgage and wanted to have a monthly payment under £100. To do this, he needed to pay a lump sum to red... (3 pages)View decision -
Decision Reference DRN-5872578
9 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5872578 The complaint Ms M complains that Lloyds Bank PLC failed to follow her instructions when her fixed rate ISA matured. She’s also unhappy with Lloyds’ handling of her complaint. What happened Ms M’s ISA with Lloyds came to the end of its fixed term on 17 July 2024. In June 20... (3 pages)View decision -
Decision Reference DRN-6134074
9 Feb 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6134074 The complaint With the help of a professional representative (PR) Mr R complains that Moneybarn No.1 Limited trading as Moneybarn lent to him irresponsibly. For ease, I’ll refer mainly to the actions of the PR as being those of Mr R. What happened On 24 January 2019, Mr R ap... (5 pages)View decision -
Decision Reference DRN-5793222
9 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5793222 The complaint Miss C complains that Santander UK Plc (“Santander”) unfairly recorded a missed payment marker against her credit file. What happened Miss C missed a minimum payment deadline on her credit card account, held with Santander. The timeline of events is as follows... (4 pages)View decision -
Decision Reference DRN-5842856
9 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5842856 The complaint Mr R’s complaint is that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance (the ‘Lender’) acted unfairly and unreasonably when deciding against paying his claim under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’) and turning down his comp... (7 pages)View decision