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-5950803
2 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5950803 The complaint Ms M has complained about the way National Westminster Bank Public Limited Company (‘NatWest’) dealt with her claim for money back in relation to a purchase she made using her debit card. What happened In late 2024 Ms M travelled abroad to undergo a cosmetic p... (3 pages)View decision -
Decision Reference DRN-6034099
2 Feb 2026 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-6034099 The complaint S, a limited company, complains that Shawbrook Bank Limited have incorrectly calculated the interest due on their fixed-rate bond. What happened The background to this complaint is well known to both parties, so I will only cover it briefly here. In S opened a... (2 pages)View decision -
Decision Reference DRN-6109922
2 Feb 2026 Startline Motor Finance Limited Not upheldConsumer CreditDRN-6109922 The complaint Mrs C complains that Startline Motor Finance Limited (“Startline”) inappropriately reported a missed payment to the credit reference agencies, adversely affecting her credit file. What happened In January 2022, Mrs C was supplied with a car under a hire purchas... (3 pages)View decision -
Decision Reference DRN-5939294
2 Feb 2026 Black Horse Limited UpheldConsumer CreditDRN-5939294 The complaint Mr C complains about a missed payment that Black Horse Limited (Black Horse) reported to his credit file and repossession charge they asked him to pay. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide ... (2 pages)View decision -
Decision Reference DRN-6053820
2 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6053820 The complaint Mr S complains that Barclays Bank UK plc has unfairly refused to refund him money he says he lost in an investment scam. Mr S is being represented by a professional representative, but for ease of reading I’ve referred to Mr S throughout. What happened The circ... (4 pages)View decision -
Decision Reference DRN-6114643
2 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6114643 The complaint Mr S complains that Santander UK Plc won’t refund the full amount of money 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 both ... (4 pages)View decision -
Decision Reference DRN-6005682
2 Feb 2026 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-6005682 The complaint Miss W complains about a Conditional Sale Agreement (CSA) Stellantis Financial Services UK Limited trading as Vauxhall Finance (Stellantis) approved for her, and their subsequent handling of the agreement prior to it being terminated. What happened In May 2021,... (6 pages)View decision -
Decision Reference DRN-6001886
2 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6001886 The complaint Mr M complains that Santander UK Plc won’t refund money he lost to a scam. What happened Mr M fell victim to a job scam. As part of the scam, Mr M made six debit card payments totalling about £5,000 to an international money transfer provider – which I’ll refer... (3 pages)View decision -
Decision Reference DRN-5860218
2 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5860218 The complaint Mrs S complains that Revolut Ltd won’t refund the full amount of money she 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 both par... (2 pages)View decision -
Decision Reference DRN-6110564
2 Feb 2026 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-6110564 The complaint Miss B complains about Shop Direct Finance Company Limited (‘SD’) trading as very reporting adverse data to her credit file. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflect... (3 pages)View decision