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 388057 results
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Decision Reference DRN-5718186
13 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5718186 The complaint Mr D complains that Lloyds Bank PLC (Lloyds) unfairly closed his accounts without providing a proper explanation. Mr D H says this caused him unnecessary trouble and upset. What happened Mr D had two accounts with Lloyds. In April 2025, Lloyds decided to revi... (3 pages)View decision -
Decision Reference DRN-5973646
13 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5973646 The complaint Mrs S complains Barclays Bank UK PLC trading as Tesco Bank (Tesco) acted unfairly when it defaulted and terminated her credit card account. What happened Mrs S says in October 2025 she received a letter from Tesco informing her that her credit card account was ... (3 pages)View decision -
Decision Reference DRN-6073176
13 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6073176 The complaint Mrs M’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 her under Section 140A of the Consumer Cre... (11 pages)View decision -
Decision Reference DRN-6032095
13 Jan 2026 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-6032095 The complaint Mr P is unhappy with Watford Insurance Company Europe Limited’s (Watford) handling of a claim against his motor insurance policy. What happened Mr P was involved in an accident in February 2021 with two other drivers. He has had a previous complaint dealt with... (3 pages)View decision -
Decision Reference DRN-6064467
13 Jan 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6064467 The complaint Mr B’s complaint is about how Nationwide Building Society (‘NW’) handled his request for a refund. What happened Mr B made a claim for misrepresentation and breach of contract against NW in January 2025 under a joint liability claim with a merchant that I’ll r... (3 pages)View decision -
Decision Reference DRN-6057190
13 Jan 2026 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-6057190 The complaint Mr F complains that PayPal (Europe) S.a r.l et Cie, S.C.A. registered a default against his credit account. He also complains that it didn’t allow him to make a payment into the account, and about the level of service he received. What happened Mr F held a cred... (5 pages)View decision -
Decision Reference DRN-5969418
13 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5969418 The complaint Mr G complains that he was mistreated by staff from Bank of Scotland plc, trading as Halifax, in branch and over the phone. What happened Mr G went to a Halifax branch to open an ISA and wanted assistance. He said Halifax’s staff mistreated him and he was pres... (3 pages)View decision -
Decision Reference DRN-5929795
13 Jan 2026 Barclays Bank UK PLC Not upheldMortgagesDRN-5929795 The complaint Mr and Mrs A complain that Barclays Bank UK PLC unreasonably declined their application for a further advance on their mortgage. They also complain about Barclays’ handling of their complaint and its handling of their subject access request (SAR). What happen... (4 pages)View decision -
Decision Reference DRN-6068424
13 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6068424 The complaint Mr S’s complaint is about the decision by Santander UK Plc to migrate his business account, which was free from fees, to an account which incurs a monthly fee with effect from October 2025. Mr S says this is unfair as, when he opened the account, he was promise... (4 pages)View decision -
Decision Reference DRN-5777170
13 Jan 2026 Domestic & General Insurance Plc UpheldInsuranceDRN-5777170 The complaint Miss B complains about how Domestic & General Insurance Plc (“D&G”) handled a claim under her insurance policy. What happened Miss B holds cover for a number of devices with D&G. She got in touch about her laptop on 27 January 2025. She said there ... (4 pages)View decision