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-6074889
16 Jan 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6074889 The complaint Mr W complains that Clydesdale Bank Plc (trading as Virgin Money) rejected his ISA transfer request due to a difference in names on the ISA transfer form. He complains that the rejection was unnecessary and Virgin Money have provided poor customer service when ... (4 pages)View decision -
Decision Reference DRN-5980262
16 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5980262 The complaint Mr C is unhappy with NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY’s (‘NatWest’) handling of a payment to his personal loan account. What happened After Mr C found himself in temporary financial difficulty in October 2024 and asked NatWest to put a pause on ... (3 pages)View decision -
Decision Reference DRN-6076835
16 Jan 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6076835 The complaint Mr J complains about problems with valuations of his three Bank of Scotland plc (BOS) buy-to-let (BTL) mortgages. What happened Mr J took three BTL mortgages secured on three neighbouring properties around 2009 with BOS. Mr J believes the properties were signif... (2 pages)View decision -
Decision Reference DRN-6025319
16 Jan 2026 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-6025319 The complaint Mr H complains Capquest Debt Recovery Limited trading as Erudio Student Loans are asking for an excessive amount of information to consider deferring his student loan. What happened Mr H has a student loan originally taken out with the Student Loans Company (SL... (4 pages)View decision -
Decision Reference DRN-6072330
16 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6072330 The complaint Santander UK Plc (‘Santander’) Mr M says the overdraft was provided irresponsibly over the six-year period before he started his complaint. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The fact... (2 pages)View decision -
Decision Reference DRN-5851587
16 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5851587 The complaint Miss I complains that Barclays Bank UK PLC won’t refund the money she lost when she was the victim of a scam. What happened In March 2025, Miss I received a call from someone who said they worked for Barclays and had identified some suspicious activity on her ... (4 pages)View decision -
Decision Reference DRN-5785098
16 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5785098 The complaint Miss J complains that NewDay Ltd was irresponsible in its lending to her. What happened Miss J was provided with four credit accounts by NewDay the details of which are set out below. BIP account Date Event Amount April 2022 Account opening £450 Aqua account D... (6 pages)View decision -
Decision Reference DRN-6019454
16 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6019454 The complaint Mr C complains that Santander UK Plc lent to him irresponsibly. What happened Mr C has an overdraft with Santander, he says the account was opened in 2007. However, given the passage of time, Santander only have records of an overdraft of £1,000 going back to ... (5 pages)View decision -
Decision Reference DRN-5669604
16 Jan 2026 Think Money Limited UpheldBanking and PaymentsDRN-5669604 The complaint Mr B is complaining that Think Money Limited hasn’t agreed to refund payments he says he didn’t make. What happened On 16 February 2024 Mr B received two calls from someone (who I’ll call the scammer) who said they were from Think Money. Over the course of the ... (4 pages)View decision -
Decision Reference DRN-5984285
16 Jan 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5984285 The complaint Mr K complains that J.P. Morgan Europe Limited, trading as Chase, won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In March 2025, Mr K saw a car he was interested in buying advertised online. He contacted the sel... (3 pages)View decision