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-6154889
16 Feb 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6154889 The complaint Mr R is unhappy Nationwide Building Society (Nationwide) blocked and closed his accounts. What happened The facts of this complaint are well known to both sides, so I will summarise them below. Nationwide blocked Mr R’s accounts, including his current account,... (5 pages)View decision -
Decision Reference DRN-6086137
16 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6086137 The complaint Mr G complains that Monzo Bank Ltd (Monzo) closed his account. What happened Mr G had an account with Monzo. In September 2025, Monzo decided to close Mr G’s account. The account closed in December 2025. Unhappy with this, Mr G complained to Monzo and then refe... (2 pages)View decision -
Decision Reference DRN-5896804
16 Feb 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5896804 The complaint Mr B is unhappy about several aspects of the service he’s received from Capital One (Europe) plc surrounding the closure of his accounts. What happened In December 2024, Capital One made the decision to no longer offer accounts to Mr B as they felt his language... (3 pages)View decision -
Decision Reference DRN-6119630
16 Feb 2026 EE Limited Not upheldConsumer CreditDRN-6119630 The complaint Mr C has complained that EE Limited (EE) opened a credit agreement in his name, that he did not agree to. What happened In mid-October 2025 Mr C acquired a new device via a Fixed Sum Loan Agreement with EE. The day after taking out the agreement he contacted E... (3 pages)View decision -
Decision Reference DRN-5924727
16 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5924727 The complaint Mrs J complains that Bank of Scotland plc trading as Halifax (“Halifax”) declined to reimburse funds she lost as a result of an alleged scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But ... (4 pages)View decision -
Decision Reference DRN-5950161
16 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5950161 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) de... (13 pages)View decision -
Decision Reference DRN-5465539
16 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5465539 The complaint Mr S complains that Nationwide Building Society unfairly blocked his account and took too long to release his money. Mr S is also unhappy with the service he received from Nationwide. Mr S says this has caused him financial loss and upset. To put things right M... (5 pages)View decision -
Decision Reference DRN-5879158
16 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5879158 The complaint Mr R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) treated him unfairly when it defaulted his account. What happened In June 2021 Mr R entered a debt management plan which included his outstanding overdraft debt with NatWest. In Nove... (3 pages)View decision -
Decision Reference DRN-6065496
16 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6065496 The complaint Mr L is unhappy that Santander UK Plc (“Santander”) won't reimburse him the money he sent to a third-party for what he believed was an investment opportunity. What happened I’m not going to cover all the points raised in detail. The view of 17 November 20... (4 pages)View decision -
Decision Reference DRN-6000399
16 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6000399 The complaint Mrs S complains NewDay Ltd (NewDay) acted irresponsibly when it approved a credit card account for her and subsequently increased the credit limits on the account. What happened Mrs S says NewDay approved a credit card account for her in October 2018 and during... (4 pages)View decision