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-6075993
14 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6075993 The complaint Mr W complains that Santander UK Plc unfairly closed his personal current account and credit card as a result of actions taken by his limited company. (Mr W has made a separate complaint on his company’s behalf, and I have issued a separate provisional decisio... (4 pages)View decision -
Decision Reference DRN-5938691
14 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5938691 The complaint A company, which I will refer to as B, complains that Santander UK Plc unfairly terminated its Bounce Back Loan (BBL) and closed its bank account. B is represented in this complaint by its director, Mr W. (Mr W has made a separate complaint on his own behalf,... (4 pages)View decision -
Decision Reference DRN-5829530
14 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5829530 The complaint Mrs G complains that National Westminster Bank Public Limited Company (NatWest) won’t refund money she lost when he was the victim of a scam. Mrs G is represented by a third-party firm, but for ease of reference I will refer to Mrs G throughout the decision. ... (2 pages)View decision -
Decision Reference DRN-5910474
14 Jan 2026 FCE Bank Plc Not upheldBanking and PaymentsDRN-5910474 The complaint Mr A complains that FCE Bank Plc, trading as Ford Money, was unclear about the interest rates on his flexible saver accounts and provided poor service to his enquiries. What happened Mr A holds six flexible saver accounts with Ford Money. He received notificat... (2 pages)View decision -
Decision Reference DRN-5388426
14 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5388426 The complaint Mrs A complains that Revolut Ltd (“Revolut”) won’t refund the money she lost after she fell victim to an investment scam. What happened The facts are well known to both parties, so I have outlined the key details. In summary, Mrs A and her mother were approach... (6 pages)View decision -
Decision Reference DRN-6078638
14 Jan 2026 Suffolk Building Society Not upheldBanking and PaymentsDRN-6078638 The complaint Mr B complains that Suffolk Building Society (Suffolk) sent him the incorrect terms and conditions after opening a savings account. What happened Mr B opened a savings account with Suffolk. After the account was opened, Suffolk sent Mr B documents but included... (2 pages)View decision -
Decision Reference DRN-5631720
14 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5631720 The complaint Miss L complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY(“NatWest”) won’t refund her money she lost to what she believed to be a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detai... (5 pages)View decision -
Decision Reference DRN-5996232
14 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5996232 The complaint A limited company, which I’ll refer to as A, complains that Santander UK Plc has introduced a monthly fee for its business bank account. What happened A opened a business account in around 2006 with Abbey National. At the time, the account was marketed as “free... (3 pages)View decision -
Decision Reference DRN-6024537
14 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6024537 The complaint Mrs S, via a representative, has complained that TSB Bank plc (“TSB”) failed to refund the money she lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I wil... (3 pages)View decision -
Decision Reference DRN-6024560
14 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6024560 The complaint Mr and Mrs S, via a representative, has complained that Bank of Scotland plc trading as Halifax (“Halifax”) failed the money they lost as part of an investment scam. I note that this is a joint account, but the person who mainly dealt with the scammers w... (3 pages)View decision