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-6028563
19 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6028563 The complaint Mr W complains Lloyds Bank PLC won’t refund money he lost to what he believes was an investment scam. In bringing this complaint Mr W is supported by a professional representative, which I’ll refer to as “M”. What happened On 24 January 2022, Mr W made a £1,000... (4 pages)View decision -
Decision Reference DRN-6070044
19 Jan 2026 First Holiday Finance Limited Not upheldConsumer CreditDRN-6070044 The complaint Mr and Mrs K’s complaint is, in essence, that First Holiday Finance Limited (‘FHF’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (12 pages)View decision -
Decision Reference DRN-5822714
19 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5822714 The complaint Mr M has complained that Nationwide Building Society gave him incorrect information about his repayment plan. What happened Mr M had set up a repayment plan with Nationwide, to pay off the balance on a switched-out account. But when he later called about it, he... (2 pages)View decision -
Decision Reference DRN-6088595
19 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6088595 The complaint A company, which I will refer to as R, complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY wrongly suspended access to its bank account for a period of two days. What happened R’s directors told us: • They received two letters from NatWest on 17 a... (3 pages)View decision -
Decision Reference DRN-5585171
19 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5585171 The complaint Mr Y complains that Santander UK Plc (‘Santander’) hasn’t reimbursed his full loss after he fell victim to a scam. What happened Mr Y says that he came across an investment opportunity with a company I’ll call K on social media. He understood the investment inv... (4 pages)View decision -
Decision Reference DRN-5842146
19 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5842146 The complaint Mr F is unhappy Nationwide Building Society (Nationwide) issued him with a warning that it would close his accounts if his behaviour didn’t change. This complaint stems from another issue Mr F was dealing with in relation to his home insurance. This decision d... (3 pages)View decision -
Decision Reference DRN-5730940
19 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5730940 The complaint Mr O’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) de... (13 pages)View decision -
Decision Reference DRN-5740646
19 Jan 2026 Scottish Widows Limited Not upheldInvestmentsDRN-5740646 The complaint Trustees from T complain about Scottish Widows Limited (trading as Halifax Financial Services ‘HSF’). They say HSF hasn’t paid enough compensation for the delay and poor communication, in relation to a fund switch request, in a personal investment plan. The tr... (3 pages)View decision -
Decision Reference DRN-6053868
19 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6053868 The complaint T, a company, complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) has unfairly refused to refund it money it says it lost in an investment scam. T is being represented by Mr W, its sole director and shareholder, and also by a professional repres... (4 pages)View decision -
Decision Reference DRN-5943605
19 Jan 2026 Equiniti Financial Services Limited Not upheldInvestmentsDRN-5943605 The complaint Mrs C complains about the communication and administrative support she has received from Equiniti Financial Services Limited (‘Equiniti’) with its handling of shares held in a company (‘Company B’). She complains about errors and delays in the processing of a n... (4 pages)View decision