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-6054091
14 Jan 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6054091 The complaint Mr A complains Bank of Scotland plc (“BoS”) acted unfairly by not refunding a payment he made using his debit card. The payment Mr A made was from a joint account he held with Mr A2. However, this complaint has been brought by Mr A, so for simplicity I’ll only ... (5 pages)View decision -
Decision Reference DRN-6069210
14 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6069210 The complaint Miss A complains that Santander UK Plc (Santander) won’t reimburse her for payments she made to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here.... (5 pages)View decision -
Decision Reference DRN-5893387
14 Jan 2026 Close Brothers Limited UpheldConsumer CreditDRN-5893387 The complaint Mrs G complains that the settlement offered by Close Brothers Limited trading as Close Brothers, following her rejection of a vehicle for being of unsatisfactory quality, was unfair. Mrs G has been assisted in bringing her complaint to this service, but for eas... (4 pages)View decision -
Decision Reference DRN-5933815
14 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5933815 The complaint Mrs F’s complaint is, in essence, that Mitsubushi 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 her under Section 140A of the Consumer Credit Act 19... (9 pages)View decision -
Decision Reference DRN-6049958
14 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6049958 The complaint Mr J complains that Santander UK PLC (Santander) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr J tell... (2 pages)View decision -
Decision Reference DRN-5388357
14 Jan 2026 HiFX Europe Limited UpheldBanking and PaymentsDRN-5388357 The complaint Mrs A complains that HiFX Europe Limited trading as Xe (“Xe, hereinafter”) won’t refund the money she lost after she fell victim to an investment scam. What happened The facts are well known to both parties, so I have outlined the key details. In summary, Mrs ... (8 pages)View decision -
Decision Reference DRN-5907112
14 Jan 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5907112 The complaint Mrs W is unhappy that Vanquis Bank Limited warned her about using her personal credit card for business use when she hadn’t done so. What happened Mrs W received a letter from Vanquis warning her against using her Vanquis credit card for business use, which is ... (3 pages)View decision -
Decision Reference DRN-6075993
14 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6075993 The complaint Mr W complains that Santander UK Plc unfairly closed his personal current account and credit card as a result of actions taken by his limited company. (Mr W has made a separate complaint on his company’s behalf, and I have issued a separate provisional decisio... (4 pages)View decision -
Decision Reference DRN-5938691
14 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5938691 The complaint A company, which I will refer to as B, complains that Santander UK Plc unfairly terminated its Bounce Back Loan (BBL) and closed its bank account. B is represented in this complaint by its director, Mr W. (Mr W has made a separate complaint on his own behalf,... (4 pages)View decision -
Decision Reference DRN-5829530
14 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5829530 The complaint Mrs G complains that National Westminster Bank Public Limited Company (NatWest) won’t refund money she lost when he was the victim of a scam. Mrs G is represented by a third-party firm, but for ease of reference I will refer to Mrs G throughout the decision. ... (2 pages)View decision