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-5856803
20 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5856803 The complaint Mr L and Ms S complain Shawbrook Bank Limited (“Shawbrook”) has failed to honour a claim brought under Section 75 of the Consumer Credit Act 1974 (“CCA”) and participated in an unfair credit relationship with them within the meaning of Section 140A of the CCA. ... (7 pages)View decision -
Decision Reference DRN-6138396
20 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6138396 The complaint Mrs F complains HSBC UK Bank Plc won’t refund the money she says she lost to a scam. What happened Mrs F heard about a property investment opportunity with “C” from a friend. In brief, C claimed to be offering a “government backed” investment based on them reno... (4 pages)View decision -
Decision Reference DRN-6170879
20 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6170879 The complaint Mrs T complains Santander UK Plc trading as Cahoot (“Cahoot”) hasn’t refunded funds she says were lost as the result of a scam. The payments were made from a joint account Mrs T held with her late husband Mr T. Where appropriate I’ll refer to the late Mr T wit... (4 pages)View decision -
Decision Reference DRN-6170458
20 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6170458 The complaint Mrs T complains Santander UK Plc trading as Cahoot (“Cahoot”) hasn’t refunded funds she says were lost as the result of a scam. The payments were made from a joint account Mrs T held with her late husband Mr T. Where appropriate I’ll refer to the late Mr T wit... (4 pages)View decision -
Decision Reference DRN-5900507
20 Feb 2026 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5900507 The complaint Mr C and Mrs M complain that Lloyds Bank General Insurance Limited wasn’t willing to renew their home insurance policy. Mr C and Mrs M were joint policyholders, but most of the communication regarding the complaint has been from Mr C. So, I’ll refer mainly to h... (2 pages)View decision -
Decision Reference DRN-6157680
20 Feb 2026 Lloyds Bank PLC Not upheldConsumer CreditDRN-6157680 The complaint Mr A complains that Lloyds Bank PLC changed the terms of his loan after he’d taken it out, did not offer him a cooling off period and did not send him the requested copy of the credit agreement. What happened Mr A says he took out a loan for £8,228 with Lloyds... (3 pages)View decision -
Decision Reference DRN-6010263
20 Feb 2026 First Central Insurance Management Limited Not upheldInsuranceDRN-6010263 The complaint Mr J complains that First Central Insurance Management Limited (“First Central”) cancelled his car insurance policy. What happened Mr J had a motor insurance policy through First Central covering his car. His policy was due to renew, and he asked First Central ... (2 pages)View decision -
Decision Reference DRN-6096710
20 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6096710 The complaint Mr and Mrs L complain that Bank of Scotland plc closed their account without providing proper notice or reasons. The complain too about the way the bank – which trades in this case under its Halifax brand – dealt with the return of funds to them. What happened ... (3 pages)View decision -
Decision Reference DRN-5995619
20 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5995619 The complaint Mr J complains that Barclays Bank UK PLC won’t refund all the money he lost as the result of a scam. What happened Mr J was looking for work. He saw an advert online for an opportunity for a task-based job, which involved reviewing and rating companies’ apps. M... (4 pages)View decision -
Decision Reference DRN-6170722
20 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6170722 The complaint Mrs M’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 Credi... (7 pages)View decision