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-6127573
4 Feb 2026 Barclays Bank Plc UpheldBanking and PaymentsDRN-6127573 The complaint A company I’ll call H complains that Barclays Bank PLC (Barclays) recorded it on the Member Alert to Control High-Risk Merchants list (MATCH list). It says this has caused harm to its business, and it wants Barclays to remove the marker. H is represented by it... (3 pages)View decision -
Decision Reference DRN-6034944
4 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6034944 The complaint Mr M and Mr T complain that Nationwide Building Society provided poor customer service during an account switch and has not honoured the switch incentive payment. What happened In June 2025, Nationwide was offering a £200 incentive payment to customers switchi... (3 pages)View decision -
Decision Reference DRN-6096811
4 Feb 2026 Plend Limited UpheldConsumer CreditDRN-6096811 The complaint Mrs H complains that Plend Limited was irresponsible in its lending to her. What happened Mrs H was provided with a £10,000 loan by Plend in April 2025. The loan term was 48 months, and Mrs H was required to make monthly repayments of £286.79. Mrs H said that a... (5 pages)View decision -
Decision Reference DRN-6127344
4 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6127344 The complaint Mrs S complains that Santander UK Plc won’t provide her with a refund when she fell victim to an impersonation scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the ke... (8 pages)View decision -
Decision Reference DRN-6012806
4 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6012806 The complaint NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) provided Miss H with a loan in August 2023. Miss H borrowed £5,000 and she was due to make 36 monthly repayments of £203.22. Miss H says the credit was provided irresponsibly and she thinks the intere... (3 pages)View decision -
Decision Reference DRN-6110558
4 Feb 2026 Santander UK Plc UpheldMortgagesDRN-6110558 The complaint Ms H complains that Santander UK Plc has not given her appropriate support with her mortgage. What happened Ms H has a mortgage with Santander. Ms H became unwell some years ago and had to give up work. She has a range of physical and mental health conditions w... (12 pages)View decision -
Decision Reference DRN-5986882
4 Feb 2026 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5986882 The complaint Mr A is unhappy that AXA PPP Healthcare Limited declined a claim he made on a group private medical insurance policy. What happened Mr A is the beneficiary of this employer’s group income protection scheme. AXA declined to cover an invoice for genetic tests as ... (3 pages)View decision -
Decision Reference DRN-6114541
4 Feb 2026 esure Insurance Limited Not upheldInsuranceDRN-6114541 The complaint Miss H complains esure Insurance Limited (esure) unfairly settled a third-party claim on her motor insurance policy. What happened In January 2025, the handbrake on Miss H’s parked car failed and it bumped into a parked third-party car. She notified esure of t... (3 pages)View decision -
Decision Reference DRN-5838520
4 Feb 2026 Crowdcube Capital Limited Not upheldInvestmentsDRN-5838520 The complaint Mr C complains about a fee Crowdcube Capital Limited has introduced that he would incur when selling shares that he purchased on the platform. He doesn’t think it is justified in doing this and says it is acting unfairly by charging a fee. What happened In 201... (5 pages)View decision -
Decision Reference DRN-6127515
4 Feb 2026 Wise Payments Limited UpheldBanking and PaymentsDRN-6127515 The complaint Mr Y complains that Wise Payments Limited (Wise) won’t refund all the money he’s lost as a result of a safe account impersonation scam. What happened The detailed background to this complaint is well known to both parties and the following is a summary of what... (6 pages)View decision