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-6125030
5 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6125030 The complaint Mr H complains that Bank of Scotland plc trading as Halifax irresponsibly lent to him. What happened Mr H was approved for a Halifax credit card in July 2022, with a £4,500 credit limit. The credit limit was increased to £5,500 in August 2023. Mr H says this wa... (3 pages)View decision -
Decision Reference DRN-5964358
5 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5964358 The complaint Mr A complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds he lost to what he believes was a scam. What happened Mr A says that a travel agency I’ll refer to as Company Y had been promoted in his local community and had a shop. He used the company ... (3 pages)View decision -
Decision Reference DRN-6118953
5 Feb 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6118953 The complaint Mr G is unhappy that a car supplied to him under a personal contract purchase agreement with CA Auto Finance UK Ltd (‘CAF’) was of an unsatisfactory quality. What happened In April 2024, Mr G was supplied with a used car through a personal contract purchase ag... (4 pages)View decision -
Decision Reference DRN-5861778
5 Feb 2026 Stonehaven UK Ltd Not upheldMortgagesDRN-5861778 The complaint Mrs J’s complaint arises from an equity release lifetime mortgage she took out in 2022 with Stonehaven UK Ltd trading as Canada Life. Mrs J says that she was never given advice by her mortgage broker, and that the solicitor “sped” through the documentation, fa... (3 pages)View decision -
Decision Reference DRN-6131010
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6131010 The complaint Mr and Mrs D’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)... (12 pages)View decision -
Decision Reference DRN-5740447
5 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5740447 The complaint Mr B complains that Nationwide Building Society blocked his account whilst there was still an outstanding overdraft balance and didn’t give him suitable options for him to repay the overdraft. What happened The detailed background of this complaint is well kno... (3 pages)View decision -
Decision Reference DRN-5909875
5 Feb 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5909875 The complaint Miss W complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket lent to her when she could not afford it. What happened Miss W took one loan of £600 on 15 November 2024. It was scheduled to be repaid over six monthly instalments at just under £180 each... (2 pages)View decision -
Decision Reference DRN-5831133
5 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5831133 The complaint Miss N complains that Santander UK Plc (‘Santander’) won’t refund the money she says was lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In summary, Miss N made an investment with a com... (5 pages)View decision -
Decision Reference DRN-6053647
4 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6053647 The complaint Mr P complains that Barclays Bank UK PLC trading as Barclaycard haven’t provided him with statements for his account from 2005 until the account was closed. What happened Mr P held a credit card account with Barclays from around 2003. Mr P wanted to trace Bitco... (2 pages)View decision -
Decision Reference DRN-6130712
4 Feb 2026 Wise Payments Limited UpheldBanking and PaymentsDRN-6130712 The complaint Mr N complains that Wise Payments Limited (Wise) won’t refund the money he lost to an investment scam. Mr N is represented, and I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well known to both parties. So, ... (9 pages)View decision