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-6040598
13 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6040598 The complaint Mr A is unhappy with the information that was displayed when using his National Westminster Bank Public Limited Company (“NatWest”) app. What happened Mr A has been supported in making this complaint by a family member, but for simplicity I’ll refer to all subm... (3 pages)View decision -
Decision Reference DRN-5880556
13 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5880556 The complaint Mr T says that National Westminster Bank PLC (‘NatWest’) that became unaffordable for him. What happened The overdraft was first provided in January 2005, with an overdraft limit of £500. In July 2021 it was increased to £4,000. Mr T says his complaint is focu... (3 pages)View decision -
Decision Reference DRN-5892311
13 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5892311 The complaint Mr S is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything here. In summary, Mr S said that in June 2025 he was tricked into sending money i... (4 pages)View decision -
Decision Reference DRN-5938406
13 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5938406 Complaint Miss B is unhappy that Revolut Ltd didn’t reimburse her after she reported falling victim to a scam. Background In June 2025, Miss B fell victim to an employment scam. She was offered a flexible home- working opportunity via an unsolicited text message. I understan... (2 pages)View decision -
Decision Reference DRN-6150966
13 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6150966 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-5973487
13 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5973487 The complaint Miss W complains that NewDay Ltd, trading as Fluid, lent to her irresponsibly. What happened In June 2020, NewDay provided Miss W with a credit card. It had an initial opening limit of £500, and that limit was increased several times over the years; to £1,000 ... (3 pages)View decision -
Decision Reference DRN-6107190
13 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6107190 The complaint Ms R complains about the way National Westminster Bank Public Limited Company (NatWest) has handled her loans and credit card accounts. What happened In August 2021, Ms R says she received diagnosis of a life limiting condition, and she was given a maximum lif... (3 pages)View decision -
Decision Reference DRN-6023096
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6023096 The complaint Mr N complains that Monzo Bank Ltd (Monzo) has treated him unfairly in relation to a payment he made using his debit card to purchase a gold bar. What happened In June 2025, Mr N purchased a gold bar online from a private seller (the seller) via a third- party ... (3 pages)View decision -
Decision Reference DRN-5982636
13 Feb 2026 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5982636 The complaint Miss B complains that Sainsbury’s Bank Plc was irresponsible in its lending to her and that she was not adequately assessed for the credit. What happened Miss B applied for credit with Sainsbury’s Bank and had a loan approved as follows: Date Amount of Credit ... (3 pages)View decision -
Decision Reference DRN-6002412
13 Feb 2026 MARKS AND SPENCER FINANCIAL SERVICES PLC Not upheldBanking and PaymentsDRN-6002412 The complaint Ms G complains that Marks and Spencer Financial Services PLC trading as M&S Bank lent irresponsibly when it approved her credit card application. What happened Ms G applied for an M&S Bank credit card in November 2022. In her application, Ms G said she... (3 pages)View decision