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-6086984
17 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6086984 The complaint Miss C complains that Revolut Ltd won’t refund the full amount of money she lost to a 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 and based on the submissions of both pa... (2 pages)View decision -
Decision Reference DRN-6055256
17 Feb 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-6055256 The complaint Mrs L complains that J.P. Morgan Europe Limited trading as Chase discriminated against her by refusing her a boosted savings account. What happened Mrs L holds a saving account with Chase. In April 2025, some of her family members were sent a marketing email, t... (2 pages)View decision -
Decision Reference DRN-6045012
17 Feb 2026 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-6045012 The complaint Mrs Y is unhappy that Zilch Technology Limited (Zilch) used the wrong payment option on a purchase she made on her account. What happened Mrs Y has explained that on 13 August 2025 she used her Zilch account to make a purchase with a merchant I’ll call ‘Z’. At ... (2 pages)View decision -
Decision Reference DRN-5937128
17 Feb 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-5937128 The complaint Zopa Bank Limited (‘Zopa’) provided Mr L with a personal loan in December 2024. The loan was for £15,000 and was to be repaid by way of 48 monthly repayments of £465.86. Mr L says the loan was provided irresponsibly. What happened The details of this complaint... (2 pages)View decision -
Decision Reference DRN-6145309
17 Feb 2026 Northern Bank Limited Not upheldBanking and PaymentsDRN-6145309 The complaint Mr and Mrs B have complained that Northern Bank Limited trading as Danske Bank (“Danske”) mis-sold them a fee-paying Choice Plus account in 2008. Mr and Mrs B say they were told that if they wanted to obtain a specific mortgage product, they had to have a fee-p... (2 pages)View decision -
Decision Reference DRN-6157270
17 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6157270 The complaint A limited company, which I’ll refer to as ‘D’ complains about Barclays Bank UK PLC regarding ongoing difficulties it encountered when trying to make bulk payments. D’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr C’. What ha... (3 pages)View decision -
Decision Reference DRN-6052061
17 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6052061 The complaint Mr I complains that NewDay Ltd trading as BIP (NewDay), lent to him irresponsibly when offering five credit limit increases to his account. What happened Mr I opened a BIP account with NewDay and was then offered and accepted five credit limit increases as sho... (5 pages)View decision -
Decision Reference DRN-6152140
17 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6152140 The complaint Mr G complains that NewDay Ltd trading as Fluid Credit Card lent irresponsibly when it approved his credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr G applied ... (3 pages)View decision -
Decision Reference DRN-6158687
17 Feb 2026 Topaz Finance Limited Not upheldMortgagesDRN-6158687 The complaint Mr W complains that Topaz Finance Limited trading as Hyalite Mortgages hasn’t accepted a promissory note he sent it to pay his mortgage. He also complains that Hyalite isn’t his lender, because he didn’t agree to the mortgage being transferred from the previous... (2 pages)View decision -
Decision Reference DRN-6159264
17 Feb 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6159264 The complaint Mr A complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved his credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr A appl... (4 pages)View decision