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-6033897
20 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6033897 The complaint Miss C complains that following raising a number of disputes about payments Santander UK Plc (“Santander”) unfairly took the decision to close her accounts with it and failed to take into consideration her disabilities which was the reason she raised her paymen... (3 pages)View decision -
Decision Reference DRN-5837905
20 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5837905 The complaint Mrs M complains about a penalty charge she incurred when she moved her ISA from another provider to Nationwide Building Society. What happened In April 2025 Mrs M applied to transfer her cash ISA with another provider to Nationwide. The ISA transfer request wa... (3 pages)View decision -
Decision Reference DRN-5973357
20 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5973357 The complaint Mrs G has complained that she’s been paying Santander UK Plc £5 a month to reduce her overdraft, but it now expects her to increase this to £10 a month, and contacts her repeatedly. It’s also changing the type of account she holds with it. What happened Mrs G h... (2 pages)View decision -
Decision Reference DRN-6004695
20 Jan 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-6004695 The complaint Mr E complains J.P. Morgan Europe Limited trading as Chase (“Chase”) acted unfairly by not refunding a payment he made using his debit card. What happened In September 2024, Mr E purchased return flights with an airline I’ll refer to as A, for a trip the follo... (3 pages)View decision -
Decision Reference DRN-5839756
20 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5839756 The complaint Miss S is complaining that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) didn’t do enough to prevent her from making payments to a scam. What happened The circumstances of the complaint aren’t in dispute, so I’ll only explain things briefly here. M... (2 pages)View decision -
Decision Reference DRN-6003460
20 Jan 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6003460 The complaint Mr C complains about how Clydesdale Bank Plc trading as Virgin Money handled the claim he made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving dis... (4 pages)View decision -
Decision Reference DRN-6086905
20 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6086905 The complaint Mr S has complained about how HSBC UK Bank Plc (HSBC) handled a refund claim he made to them. What happened The details of this complaint have been set out previously and aren’t in dispute, so I won’t repeat them again here. Instead I’ll focus on giving the rea... (3 pages)View decision -
Decision Reference DRN-6061890
20 Jan 2026 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-6061890 The complaint Mr L is unhappy that FIRST RESPONSE FINANCE LIMITED (First Response) recorded a default on his credit file after he returned the car provided to him under a hire purchase agreement. What happened In August 2024 Mr L was supplied with a used car through a hire p... (4 pages)View decision -
Decision Reference DRN-6022602
20 Jan 2026 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-6022602 The complaint Ms L complains about the interest rate charged on her mortgage with Mortgage Agency Services Number Five Limited (MAS5) from when her fixed rate ended in 2009. She says it was too high and has caused her a financial loss. Ms L’s complaint has been brought to us... (6 pages)View decision -
Decision Reference DRN-6053494
20 Jan 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6053494 The complaint Mr W complains that a vehicle acquired through a hire purchase agreement financed by MONEYBARN NO.1 LIMITED (‘Moneybarn’) is of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly summ... (3 pages)View decision