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 391431 results
-
Decision Reference DRN-6109994
28 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6109994 The complaint Mrs M complains Santander UK Plc has blocked her account for no reason and hasn’t provided any options to unblock it that are helpful. What happened Mrs M has an account with Santander. She’s elderly and, according to her husband, is housebound and very hard of... (3 pages)View decision -
Decision Reference DRN-5948357
28 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5948357 The complaint The Royal Bank of Scotland Plc provided Miss J with an overdraft in July 2019 with a limit of £300. Subsequently there were four applications from Miss J to increase the overdraft limit. The last of these was on 21 August 2019 when the limit was at £1,250. Ther... (2 pages)View decision -
Decision Reference DRN-6110750
28 Jan 2026 Gain Credit LLC Not upheldConsumer CreditDRN-6110750 The complaint Miss B complaints that Gain Credit LLC trading as Drafty (“Drafty”) gave her a line of credit without carrying out sufficient affordability checks. Had Drafty made better checks it would’ve seen she couldn’t afford the repayments. What happened Miss B was gran... (5 pages)View decision -
Decision Reference DRN-5888508
28 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5888508 The complaint Mr J complains Revolut Ltd (“Revolut”) hasn’t refunded funds he said he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key details here. Mr J said he made several payme... (2 pages)View decision -
Decision Reference DRN-6011762
28 Jan 2026 Madison CF UK Limited Not upheldBanking and PaymentsDRN-6011762 The complaint Miss D complains that Madison CF UK Limited trading as 118 118 Money irresponsibly lent to her. What happened Miss D was approved for a 118 118 Money credit card in December 2021, with a £1,200 credit limit. Miss D says this was irresponsibly lent to her, and s... (3 pages)View decision -
Decision Reference DRN-6110487
28 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6110487 The complaint Mr S complains that Nationwide Building Society unfairly placed an adverse fraud marker against his name. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In October 2021, Mr S applied fo... (3 pages)View decision -
Decision Reference DRN-6042132
28 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6042132 The complaint Mr L complains that Revolut Ltd won’t refund the full amount of money he says he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of bo... (2 pages)View decision -
Decision Reference DRN-5800907
28 Jan 2026 Northern Bank Limited Not upheldBanking and PaymentsDRN-5800907 The complaint Mr D complains that Northern Bank Limited trading as Danske Bank (NBL) incorrectly registered a late payment marker and default against him. What happened Mr D had a credit card account with NBL. He said he didn’t receive his credit card statement (no. 224) dat... (2 pages)View decision -
Decision Reference DRN-5988891
28 Jan 2026 Santander UK Plc UpheldMortgagesDRN-5988891 The complaint Mr M complains that Santander UK Plc did not treat him fairly when the term of his interest only mortgage ended. What happened In 2012, Mr M took out an interest only mortgage with Santander. The term ended in March 2023. Both before and after the term ended he... (3 pages)View decision -
Decision Reference DRN-6101961
28 Jan 2026 Western Circle Ltd Not upheldConsumer CreditDRN-6101961 The complaint Mrs E has complained that Western Circle Ltd trading as Cashfloat (“Cashfloat”) irresponsibly provided a loan due to the amount of adverse payment information on her credit file. What happened A summary of Mrs E’s borrowing can be found below: loan number loa... (4 pages)View decision