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-5465539
16 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5465539 The complaint Mr S complains that Nationwide Building Society unfairly blocked his account and took too long to release his money. Mr S is also unhappy with the service he received from Nationwide. Mr S says this has caused him financial loss and upset. To put things right M... (5 pages)View decision -
Decision Reference DRN-5879158
16 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5879158 The complaint Mr R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) treated him unfairly when it defaulted his account. What happened In June 2021 Mr R entered a debt management plan which included his outstanding overdraft debt with NatWest. In Nove... (3 pages)View decision -
Decision Reference DRN-6065496
16 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6065496 The complaint Mr L is unhappy that Santander UK Plc (“Santander”) won't reimburse him the money he sent to a third-party for what he believed was an investment opportunity. What happened I’m not going to cover all the points raised in detail. The view of 17 November 20... (4 pages)View decision -
Decision Reference DRN-6000399
16 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6000399 The complaint Mrs S complains NewDay Ltd (NewDay) acted irresponsibly when it approved a credit card account for her and subsequently increased the credit limits on the account. What happened Mrs S says NewDay approved a credit card account for her in October 2018 and during... (4 pages)View decision -
Decision Reference DRN-6013130
16 Feb 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6013130 The complaint TSB Bank plc provided Mr H with a credit card on 11 January 2016. It had a credit limit of £500 which was never changed. On 22 June 2025, Mr H complained that TSB acted irresponsibly when it provided the credit card. What happened The details of this complaint... (2 pages)View decision -
Decision Reference DRN-6094503
16 Feb 2026 Bank of Scotland Plc Not upheldConsumer CreditDRN-6094503 The complaint On 19 July 2018, Bank of Scotland plc trading as Halifax provided Mr S with a loan of £20,000. It was to be repaid in 84 monthly instalments of £289.74. On 14 May 2025, Mr S complained to Halifax. He said the loan was provided irresponsibly as it was unaffordab... (3 pages)View decision -
Decision Reference DRN-5937295
16 Feb 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5937295 The complaint Mrs S is complaining that Volkswagen Financial Services (UK) Limited (‘VWFS’) won’t allow a car to be rejected, after a fault was identified with the charging unit and needed to be replaced. What happened Around December 2024 Mrs S entered into a hire purchase... (3 pages)View decision -
Decision Reference DRN-5978704
16 Feb 2026 Barclays Bank UK PLC Not upheldMortgagesDRN-5978704 The complaint Mr P and Ms O have complained about how Barclays Bank UK PLC has treated extra payments they made to their mortgage and say that there has been long standing ambiguity in Barclays’ communication about them. What happened Mr P and Ms O took out their mortgage wi... (4 pages)View decision -
Decision Reference DRN-5948743
16 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5948743 The complaint Mr E’s complaint is, in essence, that Mitsubishi HC Capital UK PLC (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) d... (13 pages)View decision -
Decision Reference DRN-6053663
16 Feb 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6053663 The complaint Mr C complains that PayPal UK Ltd don’t include all relevant information on their mobile app. What happened Mr C raised a complaint with PayPal because he was unhappy to have discovered that PayPal’s app doesn’t provide the same level of information as PayPal C... (3 pages)View decision