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 393318 results
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Decision Reference DRN-5932132
23 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5932132 The complaint Mr and Mrs N complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY has not treated them fairly in the way it administered their mortgage. What happened In August 2018, Mr and Mrs N took a mortgage with NatWest over a term of 15 years and 8 months. In S... (3 pages)View decision -
Decision Reference DRN-6172127
23 Feb 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6172127 The complaint Mr L complains that Clydesdale Bank Plc (Clydesdale) has treated him unfairly in relation to its obligations with regard to a payment he made using his debit card. What happened In June 2025, Mr L paid £229.06 for items purchased from a seller (the seller) thro... (4 pages)View decision -
Decision Reference DRN-5718999
23 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5718999 The complaint Miss S is unhappy that Wise Payments Limited didn’t reimburse her for transactions she said she didn’t authorise and later closed her account. What happened On 17 February 2025 Miss S contacted Wise about a number of transactions she said she didn’t authorise.... (4 pages)View decision -
Decision Reference DRN-6173653
23 Feb 2026 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-6173653 The complaint Mr C is complaining that Specialist Motor Finance Limited (SMFL) acted irresponsibly in lending to him – he says the agreement was unaffordable. Mr C’s complaint has been handled by a representative, but for ease I’ve written as if we’ve dealt with him directly... (3 pages)View decision -
Decision Reference DRN-6080064
23 Feb 2026 Lendable Ltd Not upheldConsumer CreditDRN-6080064 The complaint Lendable Ltd provided Miss C with a £3,000 loan in June 2025. Miss C says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll... (2 pages)View decision -
Decision Reference DRN-5746207
23 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5746207 The complaint Mrs K is unhappy that Bank of Scotland PLC (trading as ‘Halifax’) won’t refund her fully after she was the victim of a scam. What happened Both sides are aware of what happened, so I will provide a brief summary. Mrs K saw a cryptocurrency investment advert w... (5 pages)View decision -
Decision Reference DRN-5950112
23 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5950112 The complaint Mr D has complained about Admiral Insurance (Gibraltar) Limited’s decision to reject a claim he made for damage to his car under his car insurance policy. Admiral said Mr D breached its ‘drink driving’ clause under the policy. What happened Mr D crashed his car... (3 pages)View decision -
Decision Reference DRN-5133525
23 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5133525 The complaint Miss A complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money she lost to an investment scam. What happened The background is known to both parties, so I won’t repeat all the details. In summary, Miss A says that in April 2024 she made a serie... (4 pages)View decision -
Decision Reference DRN-6055411
23 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6055411 The complaint Miss C complains that Revolut Ltd unfairly refuses to refund her the money she lost as a result of a safe account scam. Miss C is being represented by a professional representative, but for ease of reading, I’ll just refer to Miss C. What happened The backgroun... (5 pages)View decision -
Decision Reference DRN-6148191
23 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6148191 The complaint Mrs C’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance, (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Cre... (4 pages)View decision