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-6048991
6 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6048991 The complaint Mr and Mrs R complain that Santander UK Plc (Santander) is refusing to refund them the amount they say Mr R lost as the result of a scam. Mr and Mrs R are being represented by a third party. To keep things simple, I will refer to Mr and Mrs R throughout my deci... (5 pages)View decision -
Decision Reference DRN-6090696
6 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6090696 The complaint Mr W complains that Bank of Scotland plc, trading as Halifax, irresponsibly provided him an overdraft. In bringing his complaint, Mr W is assisted by a professional representative; for ease though, I’ll refer to all actions as being those of Mr W. What happen... (4 pages)View decision -
Decision Reference DRN-5293195
6 Feb 2026 Think Money Limited UpheldBanking and PaymentsDRN-5293195 The complaint Mrs J complains that Think Money Limited has declined to reimburse payments she says she didn’t authorise. What happened In May 2024 Mrs J received a call from a scammer impersonating Think Money. They told Mrs J there was suspicious activity on her account – a... (3 pages)View decision -
Decision Reference DRN-6136570
6 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6136570 The complaint Mr and Mrs S’ complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) de... (11 pages)View decision -
Decision Reference DRN-6130975
6 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6130975 The complaint and background Miss J complains that Santander UK Plc (“Santander”) didn’t do enough to protect her when she fell victim to an investment scam in 2020, resulting in a loss of over £38,000. She complained to Santander, via a representative, in 2025 but it didn’t... (3 pages)View decision -
Decision Reference DRN-5897973
6 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5897973 The complaint Mr K has complained about Santander UK Plc not refunding several payments he says he made and lost to a scam. Mr K is represented in this complaint, but for ease I will just refer to Mr K throughout. What happened The background to this complaint is well know... (4 pages)View decision -
Decision Reference DRN-5943374
6 Feb 2026 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5943374 The complaint Mrs D is unhappy with how AA Underwriting Insurance Company Limited (AA) handled a claim under her motor insurance policy. What happened The circumstances of this case are known to both parties, but in summary Mrs D has a motor insurance policy underwritten by ... (3 pages)View decision -
Decision Reference DRN-5572683
6 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5572683 The complaint Miss B complains about Santander UK Plc. She says that she has been the victim of a scam and would like Santander to refund her the £5,000 she lost when she paid a rogue trader. What happened In February 2024, Miss B had some storm damage to her roof, a tempo... (3 pages)View decision -
Decision Reference DRN-6136518
6 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6136518 The complaint Mr C’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance (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 ... (10 pages)View decision -
Decision Reference DRN-6136398
6 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6136398 The complaint Mrs P and Mr P’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 (... (13 pages)View decision