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-6059574
14 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6059574 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary... (3 pages)View decision -
Decision Reference DRN-6079271
14 Jan 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6079271 The complaint Mrs S complains Tandem Bank Limited (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with her under Section 140A of the CCA. Mrs S is represented in h... (13 pages)View decision -
Decision Reference DRN-6003455
14 Jan 2026 Society of Lloyd's Not upheldInsuranceDRN-6003455 The complaint Mr H and Ms P complain about Society of Lloyd's settlement of their travel insurance claim. My references to Lloyd’s include its agents. As Mr H has led the claim and complaint I’ll refer to Mr H unless the facts require otherwise. What happened Mr H and... (9 pages)View decision -
Decision Reference DRN-5981811
14 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5981811 The complaint Mrs H’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 19... (12 pages)View decision -
Decision Reference DRN-6079099
14 Jan 2026 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-6079099 The complaint Mrs H complains that Scottish Widows Limited trading as Clerical Medical (Clerical Medical) failed to pay her annuity payments on time since August 2024. And that it failed to increase the payments in line with Retail Price Indexation (RPI) as it should. These ... (7 pages)View decision -
Decision Reference DRN-6059551
14 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6059551 The complaint Mr S complains that Monzo Bank Ltd (“Monzo”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr S has explained that between Apr... (2 pages)View decision -
Decision Reference DRN-4979756
14 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4979756 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) 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)... (10 pages)View decision -
Decision Reference DRN-6030904
14 Jan 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6030904 The complaint Mr and Mrs W complain about the service they received from Bank of Scotland trading as Halifax when making a payment into their joint account. They also complain about Halifax stopping a series of payments out of the account and poor customer service. What happ... (7 pages)View decision -
Decision Reference DRN-5860964
14 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5860964 The complaint Mr Z is unhappy with Clydesdale Bank trading as Virgin Money. Mr Z said he was unable to send money to his new Virgin Money bank account. What happened Mr Z said when he tried to send money to his Virgin Money account he got error messages telling him the acc... (2 pages)View decision -
Decision Reference DRN-5827269
14 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5827269 The complaint Mr O complains Barclays Bank UK PLC (“Barclays”) refuses to refund him for transactions on his account he says were unauthorised. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr O say... (3 pages)View decision