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 392389 results
-
Decision Reference DRN-5889141
9 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5889141 The complaint Mr C has complained Revolut Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr C opened an account with Revolut in March 2023. In October 2024 Revolut restricted Mr C’s account after getting a fraud notif... (3 pages)View decision -
Decision Reference DRN-4573562
9 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4573562 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna (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... (18 pages)View decision -
Decision Reference DRN-6043736
9 Feb 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-6043736 The complaint Mr S complains that Liverpool Victoria Insurance Company Limited (LV) declined his claim made on his motor insurance policy. What happened Mr S said he hit a pothole, and this caused extensive damage to his car so that it failed its MOT. He decided to make a c... (2 pages)View decision -
Decision Reference DRN-5709091
9 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5709091 The complaint Mr S is unhappy that Barclays Bank UK PLC (Barclays) won’t reimburse money he lost to a scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on giving the key reasons for my decision. ... (2 pages)View decision -
Decision Reference DRN-6132999
9 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6132999 The complaint Mrs F and Mr F’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 (... (12 pages)View decision -
Decision Reference DRN-6018662
9 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6018662 The complaint Mr B has complained National Westminster Bank Public Limited Company is holding him liable for a £33,000 loan taken out as the result of a coercive scam. What happened In September 2023 Mr B took out a personal loan from NatWest for £33,000. This loan was grant... (3 pages)View decision -
Decision Reference DRN-6030138
9 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6030138 The complaint Ms D complains that Barclays Bank UK PLC closed her account without any notice and that it won’t tell her the reason for its decision. What happened Ms D held an account with Barclays. On 17 February 2025 it wrote to her to say that it had closed the account an... (2 pages)View decision -
Decision Reference DRN-6055374
9 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6055374 The complaint Mr R complains that Bank of Scotland Plc trading as Halifax won’t refund him the money he lost in an investment scam. Mr R is being represented by a professional representative. What happened The circumstances surrounding this complaint are well known to both p... (5 pages)View decision -
Decision Reference DRN-5813224
9 Feb 2026 East End Fair Finance Limited UpheldConsumer CreditDRN-5813224 The complaint Mr K complains East End Fair Finance Limited trading as Fair Finance (Fair Finance) approved him for multiple loans that were unaffordable. He says the credit put him in financial difficulties and contributed towards him entering into a Debt Management Plan. Wh... (5 pages)View decision -
Decision Reference DRN-6039900
9 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6039900 The complaint Mr C and Ms R complained about the service provided by NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) after they lost online access to their accounts and then learned that NatWest was closing their accounts. What happened Mr C and Ms R held two s... (3 pages)View decision