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-6083222
28 Jan 2026 INTEGRITY INSURANCE SERVICES LTD UpheldMortgagesDRN-6083222 The complaint Mr E complains that Integrity Insurance Services Ltd failed to inform a prospective lender of essential information relating to the property he wanted to purchase at mortgage application stage. He says that failure led to the lender offering him a mortgage it w... (4 pages)View decision -
Decision Reference DRN-5773055
28 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5773055 The complaint The estate of Mrs D complains TSB Bank plc has lost a sealed package left in its custody which contained important and irreplaceable documents. What happened Mrs D and her husband trusted TSB to keep a sealed package of important and irreplaceable documents saf... (3 pages)View decision -
Decision Reference DRN-5850206
28 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5850206 The complaint Miss B complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Miss B was approved for a Virgin Money credit card in May 2021, with a £10,400 credit limit. Miss B says this was irresponsibly lent to her. She says she ... (3 pages)View decision -
Decision Reference DRN-6103607
28 Jan 2026 PREMIUM CHOICE LIMITED UpheldInsuranceDRN-6103607 The complaint Miss H is complaining PREMIUM CHOICE LIMITED trading as A Choice didn’t give her enough information when she called to report an accident and make a claim on her car insurance policy. What happened The facts of this complaint are well known to all parties, so I... (3 pages)View decision -
Decision Reference DRN-5914102
28 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5914102 The complaint Mr C complains that Nationwide Building Society irresponsibly reinstated his overdraft after his account should’ve been closed. When I refer to what Mr C or Nationwide have said or done, it should also be taken to include things said or done on their behalf. W... (3 pages)View decision -
Decision Reference DRN-6039701
28 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6039701 The complaint A company I shall refer to as C complains HSBC UK Bank Plc unreasonably closed their business account. They’d like to be compensated for the disruption this caused. C is represented by Mr J, who is a director. What happened C held accounts with HSBC. In March... (2 pages)View decision -
Decision Reference DRN-5773833
28 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5773833 The complaint Mrs K and Mr K are complaining that Santander UK Plc didn’t do enough to prevent their loss to a scam. They are represented in their complaint by a family member, but for ease I’ll refer to Mrs K and Mr K here. What happened On 4 June 2025 Mrs K and Mr K fell v... (3 pages)View decision -
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