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-6120249
12 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6120249 The complaint Mr W has complained about how Barclays Bank UK PLC (Barclays) handled his request to chargeback a transaction. What happened In May 2025, Mr W made a payment of £276.63 for a three-night stay at a hotel, using his Barclays debit card. He said that after arriva... (3 pages)View decision -
Decision Reference DRN-6142741
12 Feb 2026 Vida Bank Limited Not upheldMortgagesDRN-6142741 The complaint Miss O is unhappy with how she’s been treated by Vida Bank Limited trading as Vida Homeloans, in relation to her mortgage. She believes that Vida should’ve done more to help her, given her circumstances. What happened Miss O held a mortgage with Vida. The mortg... (8 pages)View decision -
Decision Reference DRN-5954196
12 Feb 2026 Santander UK Plc UpheldMortgagesDRN-5954196 The complaint Ms A and Miss B’s complaint relates to Ms A’s mortgage with Santander UK Plc. They are unhappy that their application to replace an existing borrower with Miss B was declined. They believe the application was declined because of the type of application that was... (3 pages)View decision -
Decision Reference DRN-6148381
12 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6148381 The complaint Mr and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (2 pages)View decision -
Decision Reference DRN-6140778
12 Feb 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6140778 The complaint Mr A complains about a car supplied to him using a hire purchase agreement taken out with BMW Financial Services (GB) Limited (“BMWFS”). What happened Mr A acquired a used car in August 2018, using a hire purchase agreement with BMWFS. At the time, the car was... (3 pages)View decision -
Decision Reference DRN-6114497
12 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6114497 The complaint Mr F complains about Barclays Bank UK PLC’s (‘Barclays’ or the ‘bank’) decision to remove his overdraft facility and also about the customer service it provided to him. What happened The background to this complaint is well known to both Mr F and Barclays, so I... (3 pages)View decision -
Decision Reference DRN-6090402
12 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6090402 The complaint and background Mr A complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to scam, requiring him to complete ‘engagement tasks’. This resulted in the loss of over £5,000. Our investigator considered the complaint. She conclu... (2 pages)View decision -
Decision Reference DRN-6122612
12 Feb 2026 EE Limited Not upheldConsumer CreditDRN-6122612 The complaint Mrs M complains that EE Limited refused to allow her to reject a phone and to cancel a contract. What happened In April 2025 Mrs M purchased a new phone and entered into a contract with EE. The purchase was made in store. She returned about four hours later and... (2 pages)View decision -
Decision Reference DRN-5956488
12 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5956488 The complaint Miss F complains that Barclays Bank UK PLC trading as Tesco Bank irresponsibly lent to her. What happened Miss F was approved for a Tesco credit card in March 2022, with a £4,900 credit limit. The credit limit was increased to £6,500 in October 2022. Miss F say... (4 pages)View decision -
Decision Reference DRN-6058571
12 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6058571 The complaint Mr T complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) didn’t tell him his account would incur a fee which would take it overdrawn. He also complains about the responses he received to his complaint. What happened Mr T’s NatWest account ... (3 pages)View decision