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-6146154
11 Feb 2026 Barclays Bank UK PLC UpheldConsumer CreditDRN-6146154 The complaint Ms M is unhappy with how Barclays Bank UK PLC have engaged with her in relation to two loan accounts, and the overdraft on her current account. What happened In mid-July 2024 Ms M let Barclays know her circumstances had changed meaning she was unable to work a... (6 pages)View decision -
Decision Reference DRN-6147081
11 Feb 2026 Squareup Europe Ltd Not upheldBanking and PaymentsDRN-6147081 The complaint Mr S complains that Squareup Europe Ltd deactivated his merchant account and had his name added to the MasterCard Alert to Control High-risk Merchants (or MATCH) list under code 10 (violation of standards). He wants the service reinstated and to be told the rea... (2 pages)View decision -
Decision Reference DRN-5868946
11 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5868946 The complaint Miss J complains that National Westminster Bank Public Limited Company (NatWest) was irresponsible in its lending to her on two occasions and that she was not adequately assessed for the credit. What happened Miss J applied for credit cards with NatWest and had... (4 pages)View decision -
Decision Reference DRN-5766764
11 Feb 2026 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5766764 The complaint Mr G complains his credit card account’s mobile phone banking app, held with THE CO- OPERATIVE BANK P.L.C. (“The Co-op”) is not fit for purpose. What happened Beyond setting out Mr G’s complaint, I won’t repeat all the facts here as they’re not in dispute. Ins... (3 pages)View decision -
Decision Reference DRN-5915811
11 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5915811 The complaint Mr A complains about a payment he tried to make using his Bank of Scotland plc trading as “Halifax” credit card. What happened On 15 July 2025, Mr A says he attempted to make a payment to a merchant I’ll refer to as “M”, to go on a trip to a theme park. The co... (2 pages)View decision -
Decision Reference DRN-6123228
11 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6123228 The complaint Miss B complains that Barclays Bank UK PLC has declined to refund a disputed transaction that was made from her account. What happened On 19 September 2025, a £718.00 transaction to a well-known retailer debited Miss B’s account. Miss B says she didn’t make thi... (3 pages)View decision -
Decision Reference DRN-5903366
11 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5903366 The complaint Mr M is unhappy that Monzo Bank Ltd won’t refund payments he made because of a cryptocurrency based, investment scam. He says Monzo should have done more to intervene and protect him from financial harm. What happened In summary, Mr M says he saw an advertisem... (3 pages)View decision -
Decision Reference DRN-5507674
11 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5507674 The complaint Miss F complains that Revolut Ltd won’t reimburse funds she lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. On 18 February 2025, Miss F received a call on her mobile telep... (4 pages)View decision -
Decision Reference DRN-6146876
11 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6146876 The complaint Mrs D’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) decidi... (12 pages)View decision -
Decision Reference DRN-6064712
11 Feb 2026 Bank of Scotland Plc Not upheldConsumer CreditDRN-6064712 The complaint Mr H complains that he can’t see information about his interest rate in the app for his Bank of Scotland plc (BoS) loan accounts. What happened Mr H says that he can’t see what his interest rate is in relation to two loan accounts when he reviews his banking a... (2 pages)View decision