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-6054756
9 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6054756 The complaint and background Mrs M complains Revolut Ltd won’t reimburse over €8,000 that she lost when she fell victim to a holiday rental scam. Our investigator didn’t uphold the complaint. Although he found Revolut ought to have enquired about the purpose of the largest ... (2 pages)View decision -
Decision Reference DRN-5941063
9 Feb 2026 Lendable Ltd UpheldConsumer CreditDRN-5941063 The complaint Mr K has complained Lendable Ltd, trading as Autolend, continue to ask him to repay a personal loan which he never took out. What happened In early 2021 Mr K was looking into his options for student finance. He was contacted by someone who convinced him he was ... (2 pages)View decision -
Decision Reference DRN-5946727
9 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5946727 The complaint Mr B’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under section 140A of the Consumer Cred... (13 pages)View decision -
Decision Reference DRN-5863721
9 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-5863721 The complaint Miss M has complained that NewDay Ltd, trading as Fluid, were irresponsible when supplying her with a credit card and subsequently increasing the credit limit. What happened Fluid provided Miss M with a credit card in March 2023 with a limit of £2,000. This lim... (3 pages)View decision -
Decision Reference DRN-5965766
9 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5965766 The complaint Mrs N’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ... (12 pages)View decision -
Decision Reference DRN-6028869
9 Feb 2026 Bank of Scotland Plc UpheldConsumer CreditDRN-6028869 The complaint Mr J complains Bank of Scotland plc trading as Halifax (“Halifax”) have treated him unfairly by selling his debt to a third-party when he was in the process of obtaining medical information to demonstrate his worsening ability to repay. What happened Mr J had m... (4 pages)View decision -
Decision Reference DRN-5948042
9 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5948042 THE COMPLAINT The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail. In short, Mr O’s complaint is about a fraud marker (‘the Marker’) that Santander UK Plc (‘Santander’) placed against him. Mr O complain... (3 pages)View decision -
Decision Reference DRN-6015573
9 Feb 2026 Chubb European Group SE Not upheldInsuranceDRN-6015573 The complaint Mr and Mrs J have complained about the way Chubb European Group SE handled a claim they made on a travel insurance policy attached to a credit card account. As it is Mr J leading on the complaint, for ease, I will mostly just be referring to him in this decisi... (3 pages)View decision -
Decision Reference DRN-6028565
9 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6028565 The complaint Mr J complains Bank of Scotland plc trading as Halifax (“Halifax”) have treated him unfairly by selling his debt to a third-party when he was in the process of obtaining medical information to demonstrate his worsening ability to repay. What happened Mr J had ... (4 pages)View decision -
Decision Reference DRN-6130396
9 Feb 2026 Xbridge Limited Not upheldInsuranceDRN-6130396 The complaint Mrs M has complained about the way Xbridge Limited trading as Simply Business sold her a landlord insurance policy. What happened On 28 July 2022 Mrs M looked for quotes on a price comparison website for a landlord insurance policy. She was referred to Xbridge... (3 pages)View decision