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-6087593
5 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6087593 The complaint Mr C complains about Revolut Ltd’s “Revpoints” scheme. What happened Mr C says he noticed that his Revolt account spare change facility had been converted to Revpoints. He says he had no idea what Revpoints were and assumed it was a loyalty program. Mr C says h... (2 pages)View decision -
Decision Reference DRN-6133718
5 Feb 2026 Bank of Scotland Plc UpheldMortgagesDRN-6133718 The complaint Mr A complains that Bank of Scotland plc unfairly declined to extend the term of his mortgage and misled him that it would extend the mortgage term if he made a lump sum payment. He also complains about poor service, and that Bank of Scotland didn’t provide req... (6 pages)View decision -
Decision Reference DRN-5860638
5 Feb 2026 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5860638 The complaint Mrs B complains that Yorkshire Building Society won’t refund the money she lost to an investment scam. What happened In August 2024, Mrs B saw a fake online advertisement, from a well-known financial expert and broadcaster, about a crypto investment opportunit... (5 pages)View decision -
Decision Reference DRN-6113679
5 Feb 2026 TSB Bank plc UpheldBanking and PaymentsDRN-6113679 The complaint Mrs K has complained that she didn’t receive a TV subscription offer, that she’d qualified for under a TSB Bank plc (“TSB”) incentive. What happened TSB was running a switching incentive, whereby, amongst other things, providing enough debit card transactions w... (2 pages)View decision -
Decision Reference DRN-5985918
5 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5985918 The complaint Mr O complains Clydesdale Financial Services Limited trading as Barclays Partner Finance (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with him unde... (11 pages)View decision -
Decision Reference DRN-5200133
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5200133 The complaint Mr and Mrs L’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’) and (2)... (8 pages)View decision -
Decision Reference DRN-6077500
5 Feb 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6077500 The complaint Mr M complains that TSB Bank plc regularly dispatch his statements late and are unfairly blaming Royal Mail for this. What happened In March 2025, Mr M contacted TSB to complain that he hadn’t received his monthly statement yet. He also explained that he’d bank... (2 pages)View decision -
Decision Reference DRN-5829370
5 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5829370 The complaint Mr E complains that Monzo Bank Ltd (Monzo) unfairly closed his account without providing a proper explanation which led to the loss of his overdraft facility and direct debits being cancelled. Mr E is also unhappy with the service he received from Monzo. What ... (4 pages)View decision -
Decision Reference DRN-5749458
5 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5749458 The complaint Mr A complains that Wise Payments Limited failed to protect him from financial loss when he fell victim to an investment scam. In bringing this complaint Mr A is supported by a professional representative I’ll refer to as ‘R’. What happened The background to th... (4 pages)View decision -
Decision Reference DRN-6041599
5 Feb 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6041599 The complaint Mr F complains about the administration of his Lloyds Bank PLC credit card. What happened Mr F opened a credit card with Lloyds. The credit card carried an offer: 0% interest on purchases for six months, and 0% interest on balance transfers for 29 months. A s... (2 pages)View decision