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-5765069
19 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5765069 Complaint Miss G has complained about the overdraft charges Bank of Scotland plc (trading as “Halifax”) applied to her current account. She’s effectively said the charges applied to her account were unfair as she was effectively living in her overdraft. Background Miss G ha... (6 pages)View decision -
Decision Reference DRN-5683022
19 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5683022 Complaint Mr E has complained about a credit card and subsequent credit limit increase Tesco Bank (Europe) plc (“Tesco Bank”) provided to him. He says that the credit card and the subsequent limit increase shouldn’t have been provided as they were unaffordable for him and th... (5 pages)View decision -
Decision Reference DRN-5784060
18 Jan 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5784060 The complaint Mr B has complained about the service Lloyds Bank General Insurance Limited (“Lloyds”) has provided following a flood claim. Any reference to Lloyds in this decision includes its appointed agents. What happened Mr B holds a home insurance policy with Lloyds whi... (4 pages)View decision -
Decision Reference DRN-5867642
18 Jan 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-5867642 The complaint Mr B complains Nationwide Building Society hasn’t adequately compensated him for the loss he incurred when he fell victim to a scam. What happened Mr B was approached about a property development investment opportunity with a company, “C”, and decided to procee... (2 pages)View decision -
Decision Reference DRN-5861195
16 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5861195 The complaint Mrs H has complained Barclays Bank UK PLC won’t refund several payments she says she made and lost to a scam. Mrs H is represented, but for ease I will just refer to Mrs H throughout. What happened The background to this complaint is well known to both partie... (4 pages)View decision -
Decision Reference DRN-5774033
16 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5774033 The complaint Mr N complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money he lost to a job scam. What happened The background is known to both parties, so I won’t repeat all the details. In summary, in April 2025, Mr N was contacte... (3 pages)View decision -
Decision Reference DRN-5774069
16 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5774069 The complaint Mr N complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to a job scam. What happened The background is known to both parties, so I won’t repeat all the details. In summary, in April 2025, Mr N was contacted on his messaging app by someone (a ... (3 pages)View decision -
Decision Reference DRN-5834887
16 Jan 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5834887 The complaint Miss J complains she hasn’t been paid her switch incentive by TSB Bank plc or the triple cashback that she expected. What happened Miss J opened an account with TSB on 5 September 2024 and switched to TSB. She did so because she wanted to qualify for a switch i... (2 pages)View decision -
Decision Reference DRN-6076376
16 Jan 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6076376 The complaint Mr M complained that AXA Insurance UK Plc (“AXA”) caused long delays due to ineffective drying works following damage caused by an escape of water under his buildings insurance policy. Mr M is represented by his brother also Mr M. I’ll refer to Mr M, the polic... (5 pages)View decision -
Decision Reference DRN-6058247
16 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6058247 The complaint Mr E has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) incorrectly charged him £2, after he’d downgraded his fee-paying account. Mr E says that, when he went to raise this matter with NatWest, he was incorrectly told that he could... (2 pages)View decision