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-6309468
22 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6309468 The complaint Mr C is unhappy that Nationwide Building Society sent incorrect correspondence referring to a personal loan and possible account restrictions after he applied for a credit card, which caused him distress and inconvenience. What happened On or around 13 October ... (3 pages)View decision -
Decision Reference DRN-6303979
22 Apr 2026 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-6303979 The complaint Mrs O is unhappy that a car supplied to her under a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance was of an unsatisfactory quality. Mrs O has been represented during the claim and complaint process by Ms O. F... (4 pages)View decision -
Decision Reference DRN-6261597
22 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6261597 The complaint Mr H complains that National Westminster Bank Plc won’t refund a series of gambling transactions which he made. He says that the bank should have been aware of his vulnerabilities and stopped the payments. What happened Mr H has mental health conditions, includ... (2 pages)View decision -
Decision Reference DRN-6188549
22 Apr 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6188549 The complaint Mr F and Ms S complain that Bank of Scotland plc trading as Halifax sent correspondence related to their mortgage to the wrong address. Mr F says this is a data breach. He says this, and the way Halifax responded to their concerns, caused them stress and exacer... (4 pages)View decision -
Decision Reference DRN-6281012
22 Apr 2026 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-6281012 The complaint Mr B complains that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) are pursuing him for a loan he didn’t agree to. Mr B wants the loan to be cleared and interest and charges to be removed. Mr B is being supported in maki... (2 pages)View decision -
Decision Reference DRN-5948191
22 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5948191 The complaint Mr P complains that Bank of Scotland plc, trading as Halifax, hasn’t provided him with a refund for a purchase he made using his Halifax credit card account. What happened On 14 August 2024, Mr P paid £1,028.86 to a crowdfunding company I’ll refer to as “K”. T... (4 pages)View decision -
Decision Reference DRN-6246382
22 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6246382 The complaint Mr S complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund a payment he made as part of an alleged scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary... (3 pages)View decision -
Decision Reference DRN-6266389
22 Apr 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-6266389 The complaint Mr H complains that Barclays Bank UK PLC trading as Tesco Bank lent irresponsibly when it approved his loan application. What happened Mr H applied for a £12,000 loan plus interest with Tesco Bank in September 2024. In his application, Mr H said he was employe... (3 pages)View decision -
Decision Reference DRN-6276127
22 Apr 2026 Inclusive Finance Limited UpheldConsumer CreditDRN-6276127 The complaint Mrs C complains that Inclusive Finance Limited trading as Creditspring (Creditspring) lent to her irresponsibly. What happened Mrs C was provided with two loans. The first was made in June 2023 and the second was made in June 2024. The amount of credit availab... (4 pages)View decision -
Decision Reference DRN-5921842
22 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5921842 The complaint Mr U complains that Barclays Bank UK PLC trading as Barclaycard didn’t do enough to stop his credit card being used for gambling transactions. What happened Mr U used his credit card to make multiple deposits to two different online gambling operators. He said... (4 pages)View decision