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-6093393
21 Jan 2026 Creation Financial Services Limited Not upheldConsumer CreditDRN-6093393 The complaint Ms M complains that that Creation Financial Services Limited included the wrong first names and used the wrong business name in correspondence that was sent to her. What happened Ms M had a credit card with Creation that was opened in September 2017. The accou... (2 pages)View decision -
Decision Reference DRN-5816299
21 Jan 2026 Fairscore Ltd Not upheldConsumer CreditDRN-5816299 The complaint Mrs S says Fairscore Ltd, trading as Updraft, irresponsibly lent to her. What happened Mrs S took out a loan for £10,800 over 61 months from Updraft in November 2023. The monthly repayments were £279.56 with one final repayment of £69.30. The loan was for debt... (4 pages)View decision -
Decision Reference DRN-5984167
21 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5984167 The complaint Mr M is unhappy that Nationwide Building Society restricted his account and with the service he’s received from Nationwide surrounding this. What happened Mr M was overseas and found that Nationwide had blocked his card because they were concerned about potenti... (3 pages)View decision -
Decision Reference DRN-6023915
21 Jan 2026 Paratus AMC Limited UpheldMortgagesDRN-6023915 The complaint Mr A complains that Paratus AMC Limited trading as Foundation Home Loans took legal action to repossess his property when the balance of his interest only mortgage wasn’t paid at the end of the term. What happened Mr A had an interest only mortgage with Foundat... (4 pages)View decision -
Decision Reference DRN-5956754
21 Jan 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-5956754 The complaint Mr O complains Honeycomb Finance Limited (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 under Section 140A of the CCA. Mr O is represented ... (11 pages)View decision -
Decision Reference DRN-5750467
21 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5750467 The complaint Mr H complains Santander UK Plc (“Santander”) closed his accounts without providing a proper explanation. And by doing so, has failed to reasonably consider his circumstances. Mr H is also unhappy about the service Santander provided. He wants Santander to cha... (5 pages)View decision -
Decision Reference DRN-5899784
21 Jan 2026 MBNA Limited Not upheldBanking and PaymentsDRN-5899784 The complaint Mrs H complains that MBNA Limited unfairly sold her debt, when she thought they had agreed she didn’t owe anything further. What happened In December 2018, MBNA approved Mrs H’s application for a credit card, giving her a limit of £3,100. The limit was never i... (2 pages)View decision -
Decision Reference DRN-5905346
21 Jan 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5905346 The complaint Mr W complains that Vanquis Bank Limited gave incorrect advice which led to a security breach. What happened Mr W received a notification about his Vanquis account, which highlighted a transaction had been attempted. When he called up Vanquis on 1 May 2025, it ... (2 pages)View decision -
Decision Reference DRN-5909249
21 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5909249 The complaint Mrs L complains that Barclays Bank UK PLC trading as Barclays won’t refund the money she lost after she fell victim to a scam. Mrs L has used a personal representative in bringing her complaint, but for ease, I will refer to Mrs L throughout this decision, eve... (8 pages)View decision -
Decision Reference DRN-6094660
21 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6094660 The complaint Mr K complains that Bank of Scotland plc trading as Halifax (Halifax) won’t refund him for unauthorised cash withdrawals made on his account. What happened On withdrawing £1,300 at a Halifax branch on 15 June 2024, Mr K requested a statement of his account and... (6 pages)View decision