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-6156171
17 Feb 2026 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-6156171 The complaint Mr A has complained that Specialist Motor Finance Limited (SMF) unfairly provided him with credit for a car. What happened In November 2019, Mr A entered into a finance agreement with SMF for the purchase of a car as shown below. Date Amount of credit Term Mo... (3 pages)View decision -
Decision Reference DRN-6158134
17 Feb 2026 Metro Bank PLC UpheldBanking and PaymentsDRN-6158134 The complaint Mr O complains Metro Bank PLC unfairly closed his accounts and unfairly reported negative payment markers to credit reference agencies. He wants compensation for the impact this had on him. What happened The facts that led to Mr O bringing this complaint to ou... (3 pages)View decision -
Decision Reference DRN-4603091
17 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4603091 The complaint Mr D and Mrs J complaint is, in essence, that Shawbrook Bank Limited (“Shawbrook”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (“CCA”) and (2) deciding against ... (8 pages)View decision -
Decision Reference DRN-6031788
17 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6031788 The complaint Mr I complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money he says was lost as the result of a scam. What happened Mr I used a company I’ll refer to as F to install a bespoke kitchen and four custom wardrobes. The work was due to start in Apr... (2 pages)View decision -
Decision Reference DRN-6158131
17 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6158131 The complaint Mr J is unhappy American Express Services Europe Limited (‘Amex’) would not remove a credit card late-payment marker from his credit file. Mr J says Amex did not treat him fairly and they were inflexible in their dealings with him. What happened I issued my pr... (7 pages)View decision -
Decision Reference DRN-6158125
17 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6158125 The complaint Miss P complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund the money she lost after falling victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’... (5 pages)View decision -
Decision Reference DRN-6099969
16 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6099969 The complaint Mr B complains that American Express Services Europe Limited (AESEL) cancelled his cards. What happened Mr B held some accounts with AESEL, including a British Airways card and a Gold charge card. On 11 July 2025 AESEL sent an email to Mr B advising him that a ... (2 pages)View decision -
Decision Reference DRN-6006398
16 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6006398 The complaint Mr W is unhappy that Barclays Bank UK PLC, trading as Barclaycard, defaulted his account and sold the defaulted account debit to a third party, and with the service he received surrounding this. What happened Mr W had a Barclays credit card that he used very in... (3 pages)View decision -
Decision Reference DRN-5877043
16 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5877043 The complaint Mr and Mrs T complain that Bank of Scotland plc trading as Halifax (Halifax) failed to correctly update their address, which meant they were unable to access their account. What happened Mr and Mrs T hold a joint account with Halifax. They’d moved overseas but ... (2 pages)View decision -
Decision Reference DRN-6142003
16 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6142003 The complaint A company, which I’ll refer to as L, complains that Barclays Bank UK PLC (‘Barclays’) won’t reimburse funds it says were lost to a scam. Ms R and Mr H, who are directors of L, bring the complaint on L’s behalf. What happened The facts of the case are well know... (4 pages)View decision