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
-
Decision Reference DRN-6077493
30 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6077493 The complaint Mr S has complained that NewDay Ltd were irresponsible when providing two credit cards. What happened NewDay provided Mr S with two credit cards in March 2022. Initially a card under NewDay’s Pulse brand, with a credit limit of £1,150 and subsequently a card un... (3 pages)View decision -
Decision Reference DRN-5877317
30 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5877317 The complaint Ms P complains that National Westminster Bank Public Limited Company (NatWest) lent irresponsibly when it approved her loan application. What happened Ms P applied for a NatWest loan of £8,000 over a 49 month term in February 2023. In her application, Ms P sai... (3 pages)View decision -
Decision Reference DRN-5970381
30 Jan 2026 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5970381 The complaint Mr C has complained about Liverpool Victoria Insurance Company Limited (LV). He isn’t happy about the way it dealt with a claim under his motor insurance policy. What happened Mr C was involved in an incident and made a claim under his motor insurance policy. B... (2 pages)View decision -
Decision Reference DRN-6044010
30 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6044010 The complaint A company which I’ll call ‘J’ complains that Santander UK Plc has behaved unreasonably as it has given notice that it intends to change J’s account to one which charges a monthly fee, when the original account was taken out with the promise of ‘free banking for... (4 pages)View decision -
Decision Reference DRN-5753775
30 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5753775 The complaint Mrs G complains that Nationwide Building Society won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In early 2025, Mrs G was looking for someone to provide her with injections to help with a medical condition sh... (4 pages)View decision -
Decision Reference DRN-6117180
30 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6117180 THE COMPLAINT Mr I and Mrs M complain that Barclays Bank UK PLC (‘Barclays’) will not reimburse them money they say they lost when they fell victim to a scam. While the account is/was jointly held, the payment transactions in question were made solely by Mr I. Mr I and Mrs... (4 pages)View decision -
Decision Reference DRN-6082583
30 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6082583 The complaint Mr K complains that Barclays Bank UK PLC didn’t protect him from an investment scam. Mr K is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr K in this decision. What happened Mr K explains that he was introduced ... (6 pages)View decision -
Decision Reference DRN-5898449
30 Jan 2026 National House-Building Council Not upheldInsuranceDRN-5898449 The complaint Mrs M and Mr M have complained about National House-Building Council (NHBC). They feel it hasn’t treated them fairly after they made a claim on their building warranty policy. A representative has advanced this complaint on behalf of Mrs and Mr M but for simpli... (3 pages)View decision -
Decision Reference DRN-6059133
30 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6059133 The complaint Mr L complains that Santander UK Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In January 2025, Mr L was contacted by a builder and told it appeared he needed some repair work done to the roof of his prope... (4 pages)View decision -
Decision Reference DRN-5876573
30 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5876573 The complaint Mr C says Starling Bank Limited (“Starling”) wrongly raised a fraud claim on his behalf. Mr C is also unhappy with the service Starling provided to him. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail ... (3 pages)View decision