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 185689 results
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Decision Reference DRN-6294224
24 Apr 2026 Barclays Bank UK PLC Not upheldMortgagesDRN-6294224 The complaint Mr and Mrs N complain that Barclays Bank UK PLC misled them about the amount required to redeem their mortgage. What happened Mr and Mrs N took an offset mortgage with Barclays for approximately £400,000 in 2007. The mortgage was set up on an interest only bas... (2 pages)View decision -
Decision Reference DRN-6188823
24 Apr 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6188823 The complaint Mrs M complains that Starling Bank Limited won’t reimburse funds she paid under coercion. What happened As the circumstances of this complaint are well known to both parties, I have summarised them briefly below. Mrs M obtained a bridging loan from a company I ... (2 pages)View decision -
Decision Reference DRN-6315315
24 Apr 2026 TSB Bank plc UpheldConsumer CreditDRN-6315315 The complaint Mr F complains that TSB Bank plc lent irresponsibly when it approved his loan application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr F applied for a TSB loan of £24,000 in May 2... (4 pages)View decision -
Decision Reference DRN-6224806
24 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6224806 The complaint and what happened Mr A complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam, resulting in an outstanding loss of almost £5,000. Our investigator considered the jurisdiction of the complaint and concluded that our ... (3 pages)View decision -
Decision Reference DRN-6297541
24 Apr 2026 FirstRand Bank Limited Not upheldConsumer CreditDRN-6297541 The complaint Miss S has complained that FirstRand Bank Limited trading as MotoNovo Finance (MotoNovo) unfairly provided her with credit for a car. What happened In August 2018, Miss S entered into a finance agreement with MotoNovo for the purchase of a car as shown below. ... (3 pages)View decision -
Decision Reference DRN-6089847
24 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6089847 The complaint Mr D is unhappy that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) didn’t provide appropriate support when his financial circumstances changed, despite being aware of his vulnerabilities. I appreciate this will be disappointing for Mr D, but havin... (4 pages)View decision -
Decision Reference DRN-6080326
24 Apr 2026 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-6080326 The complaint Mrs S complains that Bank of Ireland (UK) Plc trading as Post Office Financial Services prevented her from opening another savings account and provided poor customer service. What happened Mrs S explains that she’d contacted Bank of Ireland about paying money i... (3 pages)View decision -
Decision Reference DRN-6277539
24 Apr 2026 Fairscore Ltd Not upheldConsumer CreditDRN-6277539 The complaint Miss B complains that Fairscore Ltd trading as Updraft irresponsibly lent to her. What happened Miss B was approved for an Updraft fixed term agreement for £8,900, repayable over 61 months. Miss B says that this was irresponsibly lent to her. Miss B made a comp... (2 pages)View decision -
Decision Reference DRN-6315006
24 Apr 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6315006 The complaint Mr B complains HSBC UK Bank Plc closed his credit card account, and the impact this had on his credit file. He’d like compensation. What happened Mr B held a credit card with HSBC, until July 2025 when they wrote to him to say they would be closing the account... (3 pages)View decision -
Decision Reference DRN-6315057
24 Apr 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6315057 The complaint Mr H complains that NewDay Ltd lent irresponsibly in relation to two credit card accounts. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr H successfully applied for an Aqua credit ca... (4 pages)View decision