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-5896592
15 Jan 2026 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5896592 The complaint Miss B complains Brent Shrine Credit Union Limited trading as My Community Bank (MCB) failed to properly assess her ability to repay lending prior to approving her for a loan. What happened In July 2021, Miss B took out a fixed sum loan with MCB. She borrowed £... (4 pages)View decision -
Decision Reference DRN-6069434
15 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6069434 The complaint A limited company, which I’ll call A, complains that Santander UK Plc has introduced a monthly fee for its business bank account. What happened A opened a business account in around 2001 with Abbey National. At the time, the account was marketed as “free foreve... (3 pages)View decision -
Decision Reference DRN-6080181
15 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6080181 The complaint Mr E complains that NewDay Ltd trading as Aqua have re-debited the cost of a disputed transaction and it has charged him interest on the re-debited amount. What happened Mr E purchase some flights for himself and his family. He, and his family weren’t able to ... (3 pages)View decision -
Decision Reference DRN-6057229
15 Jan 2026 Wise Payments Limited UpheldBanking and PaymentsDRN-6057229 The complaint Miss K complains that Wise Payments Limited was responsible for long delays in receiving an international payment into her account. What happened On 9 April 2025, Miss K applied to Wise so that she could receive a large sum in U.S. dollars (USD) to be converted... (4 pages)View decision -
Decision Reference DRN-5685170
15 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5685170 The complaint Mr M complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr M says that in August 2024 he started following a property sourcing profile on social media. Shortly after, he was sent a message ab... (7 pages)View decision -
Decision Reference DRN-6059565
15 Jan 2026 AXA Insurance UK Plc UpheldInsuranceDRN-6059565 The complaint Ms D complains about how AXA Insurance UK Plc have handled a claim on her buildings insurance policy. What happened The events of this complaint are well known to both parties, so I won’t repeat them in detail here. In summary, Ms D raised a claim in October 20... (3 pages)View decision -
Decision Reference DRN-6056081
15 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6056081 The complaint Mr K complains about the service he received from Nationwide Building Society (“Nationwide”) when it sent letters by post despite making it clear receiving letters in the post cause him anxiety and making his contact preferences clear. What happened Mr K receiv... (2 pages)View decision -
Decision Reference DRN-6041463
15 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6041463 The complaint Mr L is unhappy that Monzo Bank Ltd won’t reimburse money he lost to a scam. What happened The detailed background to this complaint is well known to both parties and has been previously set out by the investigator in their assessment. So, I won’t repeat it ag... (4 pages)View decision -
Decision Reference DRN-6054401
15 Jan 2026 Oodle Financial Services Limited Not upheldConsumer CreditDRN-6054401 The complaint Oodle Financial Services Limited trading as Oodle Car Finance (‘Oodle’) provided Mr J with a hire purchase agreement in 2022. Mr J borrowed about £16,250 and he was due to make repayments of about £460 a month for a period of 60 months. The total he would repay... (2 pages)View decision -
Decision Reference DRN-6072177
15 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6072177 The complaint This complaint is brought by Mr M in his capacity as director of a limited company I will refer to as IE Ltd. Mr M says that Barclays Bank UK PLC has refused to remove a legal charge over the company’s property. Mr M says the bank is wrongly claiming there is a... (3 pages)View decision