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-5830314
17 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5830314 The complaint Mr G complains that Nationwide Building Society (‘Nationwide’) won’t refund him transactions from his bank account that he says he didn’t authorise. What happened Mr G had a current account with Nationwide, which was opened in December 2024. Mr G made a cash d... (3 pages)View decision -
Decision Reference DRN-6130094
17 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6130094 The complaint Mr and Mrs C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (11 pages)View decision -
Decision Reference DRN-6123549
17 Feb 2026 Metro Bank PLC UpheldBanking and PaymentsDRN-6123549 The complaint Miss J complains that Metro Bank PLC didn’t provide her with the required 60 days’ notice to reduce the interest rate on her account. What happened Miss J says she noticed on 30 June 2025 that the interest had reduced on her account despite her viewed interest... (2 pages)View decision -
Decision Reference DRN-5940029
17 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5940029 The complaint Mr F said Nationwide Building Society treated him unfairly by asking questions he was unable to answer and by warning that his account would be closed if he did not respond. What happened Mr F contacted Nationwide in April 2025 to complain about being asked to... (2 pages)View decision -
Decision Reference DRN-6053980
17 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6053980 The complaint Mrs S complains that HSBC UK Bank Plc are asking her to repay more towards her credit card than she believes she owes. What happened Mrs S says that based on her credit card usage, refunds to the account and the repayments she has made, HSBC has overcharged he... (2 pages)View decision -
Decision Reference DRN-6142533
17 Feb 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6142533 The complaint Miss L complains that Vanquis Bank Limited irresponsibly lent to her. What happened Miss L was approved for a Vanquis credit card in August 2025, with a £3,000 credit limit. Miss L says that this was irresponsibly lent to her. Miss L made a complaint to Vanquis... (3 pages)View decision -
Decision Reference DRN-5910914
17 Feb 2026 Creation Consumer Finance Limited Not upheldConsumer CreditThe complaint Creation Consumer Finance Limited, trading as Creation (‘Creation’) provided Mr B with a loan in November 2024. The loan was for £1,241.44 and was to be repaid by way of 18 monthly repayments of £96.07. Mr B says the loan was provided irresponsibly. What happened The details ... (2 pages)View decision -
Decision Reference DRN-6158282
17 Feb 2026 EE Limited Not upheldConsumer CreditDRN-6158282 The complaint Mrs S has complained that EE Limited (EE) is holding her liable for a credit agreement that was taken out to buy a device. What happened In July 2025, Mrs S entered into a Fixed Sum Loan Agreement with EE for the supply of a new device. The total cash price of... (5 pages)View decision -
Decision Reference DRN-5967564
17 Feb 2026 Honda Finance Europe Plc Not upheldConsumer CreditDRN-5967564 The complaint Mr G is unhappy that Honda Finance Europe Plc delayed in approving his application for car finance, which resulted in him losing out on a deposit contribution and a preferential interest rate. What happened Mr G had an existing car finance agreement with Honda... (3 pages)View decision -
Decision Reference DRN-6142440
17 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6142440 The complaint Mr K complains that Bank of Scotland plc trading as Halifax acted irresponsibly when it gave him an overdraft he couldn’t afford. He says the level of overdraft interest and charges it has applied is unfair. What happened Mr K had a current account with Halifax... (3 pages)View decision