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-5780669
5 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5780669 The complaint Mr W is unhappy that Barclays Bank UK PLC trading as “Barclaycard” rejected a claim he made to it under s.75 of the Consumer Credit Act 1974 (CCA). What happened In February 2021, Mr W had spray foam insulation installed by a company I’ll call ‘K’. Mr W initial... (3 pages)View decision -
Decision Reference DRN-5943712
5 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5943712 The complaint Miss B complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application. Miss B also complains about the lack of support provided by Vanquis and failure to recognise she was vulnerable. What happened Miss B applied for a Vanq... (4 pages)View decision -
Decision Reference DRN-5950739
5 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5950739 The complaint Mr O complains National Westminster Bank Public Limited Company (“NatWest”) didn’t do enough to protect him when he fell victim to a scam or recover his funds. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summari... (3 pages)View decision -
Decision Reference DRN-6065005
5 Feb 2026 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-6065005 The complaint Mrs P is unhappy with Aviva Life & Pensions UK Limited’s decision to alter the terms upon which it offered her an income protection policy. What happened Mrs P applied for an income protection policy, through a financial adviser, in December 2024. She said ... (4 pages)View decision -
Decision Reference DRN-6021457
5 Feb 2026 Aldermore Bank Plc Not upheldBanking and PaymentsDRN-6021457 The complaint Ms H has complained about the delay in transferring an Individual Savings Account (ISA) to Aldermore Bank Plc (“Aldermore”). What happened On 15 March 2025, Ms H applied to transfer a Cash ISA to Aldermore. Aldermore received this on the 18 March 2025 and sent ... (3 pages)View decision -
Decision Reference DRN-6104926
5 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6104926 The complaint Ms D complains that Lloyds Bank PLC will not reimburse the funds she lost to a scam. Ms D is professionally represented, but for ease I have only referred to Ms D in my decision. What happened Between October 2023 and April 2024 Ms D made payments from a number... (2 pages)View decision -
Decision Reference DRN-5776564
5 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5776564 The complaint Miss L is unhappy HSBC UK Bank Plc, trading as first direct (‘first direct’) did not make the consequences to her credit file clear if she did not clear her unarranged overdraft. What happened I issued my provisional decision to both parties explaining why I di... (4 pages)View decision -
Decision Reference DRN-6103983
5 Feb 2026 Bank of Scotland Plc UpheldMortgagesDRN-6103983 The complaint Mr O complains that Bank of Scotland plc trading as Birmingham Midshires (BM) unfairly repossessed and sold his property without communicating with him, and it hasn’t accounted for the proceeds of sale. What happened Mr O had a buy to let mortgage with BM. Foll... (7 pages)View decision -
Decision Reference DRN-4756179
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4756179 The complaint Mr O complains that Shawbrook Bank Limited (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 ‘CCA’) and (2) deciding against paying a ... (12 pages)View decision -
Decision Reference DRN-5898245
5 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5898245 The complaint Miss K complains that National Westminster Bank Public Liability Company (NatWest) lent irresponsibly when it approved her credit card application. What happened Miss K applied for a NatWest credit card in October 2024. In her application, Miss K confirmed she... (3 pages)View decision