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-6078991
15 Jan 2026 Barclays Bank UK PLC UpheldMortgagesDRN-6078991 The complaint Mrs J and Mr R complain that Barclays Bank UK PLC recorded incorrect information on their credit files. What happened Mrs J and Mr R hold a number of buy-to-let mortgages with Barclays. They’ve experienced a significant number of problems relating to those mort... (4 pages)View decision -
Decision Reference DRN-6054052
15 Jan 2026 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-6054052 The complaint Mr P complains Watford Insurance Company Limited has unfairly avoided his policy, and so declined a claim he made on his commercial home insurance policy. Mr P has been represented at points during this complaint, but for ease I’ve referred to all comments and... (3 pages)View decision -
Decision Reference DRN-6041016
15 Jan 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-6041016 The complaint P, a limited company, complains that Metro Bank PLC wrongly refused a cash deposit resulting in a loss as the director was robbed of the cash when he left the branch. What happened The director of P visited a branch on 11 June 2025. He explains he wanted to pay... (3 pages)View decision -
Decision Reference DRN-5939888
15 Jan 2026 Lendable Ltd Not upheldConsumer CreditDRN-5939888 The complaint Miss H is unhappy Lendable Ltd provided her with a loan which she feels was unaffordable. She explained that she was financially vulnerable at the time and not in a position to assess the long-term impact of taking out this loan. What happened Lendable provide... (3 pages)View decision -
Decision Reference DRN-5921908
15 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5921908 The complaint Mr S is unhappy that Nationwide Building Society (“Nationwide”) won't reimburse him the money he sent to a third-party for building works. What happened I’m not going to cover all the points raised in detail. The view of 15 August 2025 covered the details... (4 pages)View decision -
Decision Reference DRN-6053915
15 Jan 2026 Bank of Scotland Plc UpheldConsumer CreditDRN-6053915 The complaint Mrs M complains that Bank of Scotland plc trading as Halifax lent to her irresponsibly. What happened Mrs M had the following loans with Halifax: Date Amount Term Monthly repayment Closure date Loan 1 (3201) 17 April 2018 £7,00048 months £191.18 25 April 2018 ... (5 pages)View decision -
Decision Reference DRN-6005444
15 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6005444 Complaint Mr L has complained about two credit cards that National Westminster Bank Public Limited Company (“NatWest”) provided to him. He says that the credit cards and the subsequent limit increases were unaffordable for him and resulted in him experiencing adverse conseq... (7 pages)View decision -
Decision Reference DRN-5978294
15 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5978294 The complaint Miss H complains that HSBC UK Bank PLC (HSBC) declined to reimburse the total amount of £1447.39 that she lost to an automated push payment (APP) scam. HSBC has reimbursed £723.70 of the total Miss H paid as part of the scam, as a gesture of goodwill. I was so... (3 pages)View decision -
Decision Reference DRN-5880241
15 Jan 2026 Western Circle Ltd Not upheldConsumer CreditDRN-5880241 The complaint Miss L has complained that Western Circle Ltd trading as Cashfloat (“Cashfloat”) gave her a loan without carrying out sufficient affordability checks. Miss L also says that the interest rate on the loan is too high. What happened Miss L took one loan from Cash... (5 pages)View decision -
Decision Reference DRN-6079678
15 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6079678 The complaint Mr M complains that Barclays Bank UK Plc didn’t do enough to protect him against losing money. Mr M has used a representative (Mr M2) to bring his complaint. But for ease of reading, I’ll mostly refer to Mr M himself where I also mean his representative. What... (6 pages)View decision