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
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Decision Reference DRN-5947487
9 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5947487 The complaint Mr A has complained that Wise Payments Limited (Wise) won’t refund money he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my deci... (3 pages)View decision -
Decision Reference DRN-6005232
9 Feb 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-6005232 The complaint Mr T complains that Metro Bank PLC froze his bank account after he received a payment. Mr T has made the complaint with the assistance of a representative, Mr W. To make my decision easier to read, I will sometimes refer to Mr T even when it was Mr W that said ... (3 pages)View decision -
Decision Reference DRN-6137969
9 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6137969 The complaint Mr and Mrs B’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 (2)... (7 pages)View decision -
Decision Reference DRN-6136350
9 Feb 2026 Yorkshire Building Society UpheldBanking and PaymentsDRN-6136350 The complaint Mr P complains that he couldn’t find his savings account with Yorkshire Building Society (YBS) when he logged in and of the way he was treated when he called to query this. What happened In January 2025 Mr P contacted YBS as he couldn’t find his savings account... (3 pages)View decision -
Decision Reference DRN-5979734
9 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5979734 The complaint Mr S complains National Westminster Bank PLC (NatWest) closed three accounts he held with it, provided poor service when he visited a branch and took too long to give him his funds back, causing him financial loss, distress and inconvenience. What happened Mr S... (4 pages)View decision -
Decision Reference DRN-6113806
9 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6113806 The complaint Ms S complains about the way Santander UK Plc (‘Santander’ or the ‘bank’) dealt with her claim for a refund. What happened The background to this complaint is well known by Ms S and Santander. So, this decision will focus on the reasons why I’ve decided not to ... (2 pages)View decision -
Decision Reference DRN-5934041
9 Feb 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5934041 The complaint Barclays Bank UK PLC provided Mr S with the following loans: Date Amount Monthly repayments Term (months) February 2022 £14,000 £380.14 60 May 2024£2,000£77.6 36 Mr S says that loans were unaffordable and provided irresponsibly. What happened The details of ... (2 pages)View decision -
Decision Reference DRN-6116743
9 Feb 2026 Charter Court Financial Services Limited Not upheldMortgagesDRN-6116743 The complaint Mr B complains that Charter Court Financial Services Limited trading as Precise Mortgages made a report about him to fraud prevention databases in connection with a mortgage application. What happened In 2024 Mr B applied to Precise for a mortgage. It rejected ... (2 pages)View decision -
Decision Reference DRN-5926924
9 Feb 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5926924 The complaint Mr V and Mrs V complain about how Lloyds Bank General Insurance Limited (“Lloyds”) handled a claim for a damaged computer under their home contents insurance policy. When I mention Lloyds I also mean its repairers and suppliers. What happened In October 2024, M... (2 pages)View decision -
Decision Reference DRN-6128214
9 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6128214 The complaint O, a limited company, complains that Santander UK Plc didn’t send closing statements on its accounts despite repeated requests. What happened The directors of O wrote to Santander on 13 August 2025 stating that O wanted to close two accounts. They wrote further... (3 pages)View decision