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-6061986
20 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6061986 The complaint Mr B complains about how Vanquis Bank Limited handled his application to increase the limit of his credit card account. What happened Mr B held a credit card account with Vanquis. In July 2025, it offered him a credit limit increase. Mr B accepted the offer and... (2 pages)View decision -
Decision Reference DRN-6095258
20 Feb 2026 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-6095258 The complaint Mr L complains that SECURE TRUST BANK PUBLIC LIMITED COMPANY, trading as Moneyway (“Moneyway”) placed a default on his account when he missed one payment. He says it’s affected interest rates available to him on subsequent borrowing, and he wants to be compensa... (4 pages)View decision -
Decision Reference DRN-6022192
20 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6022192 The complaint Mr M complains that National Westminster Bank Public Limited Company (Mettle) won’t allow him to add his card to Apple pay. He’s also unhappy that proof of his sole trader status was requested after he’d already provided it. What happened Mr M attempted to add ... (3 pages)View decision -
Decision Reference DRN-6131877
20 Feb 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6131877 The complaint Miss A complains The Royal Bank of Scotland PLC (“RBS”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened Both parties are familiar with the facts of this case, so I won’t repeat them in detail here. In short, Mi... (2 pages)View decision -
Decision Reference DRN-6073693
20 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6073693 The complaint Ms H and Mr H complain that Bank of Scotland plc trading as Halifax have not provided notification of account options as Mr H reached adulthood. They further complain that Mr H’s name cannot be removed from the account, causing tax issues. As Ms H has dealt wit... (3 pages)View decision -
Decision Reference DRN-6089725
20 Feb 2026 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-6089725 The complaint Mr W complains that the van he acquired financed through a conditional sale agreement with MONEYBARN NO.1 LIMITED (“Moneybarn”) wasn’t of satisfactory quality. What happened In March 2025 Mr W acquired a used van financed through a conditional sale agreement wi... (4 pages)View decision -
Decision Reference DRN-5751279
20 Feb 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-5751279 The complaint Miss D complains that Metro Bank PLC have held her responsible for payments made from her account. The background to this complaint is well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored the point. It’s sim... (2 pages)View decision -
Decision Reference DRN-6085719
20 Feb 2026 Omni Capital Retail Finance Limited Not upheldConsumer CreditDRN-6085719 The complaint Mr S complains about a course financed by Omni Capital Retail Finance Limited (‘OC’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minim... (4 pages)View decision -
Decision Reference DRN-5945998
20 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5945998 The complaint Mr D says Revolut Ltd (“Revolut”) failed to protect him from financial harm when he fell victim to a scam. Mr D has appointed a professional representative who brought this complaint on his behalf. However, for ease, I will simply refer to “Mr D” throughout my ... (2 pages)View decision -
Decision Reference DRN-6131528
20 Feb 2026 Royal London Mutual Insurance Society, Limited (THE) UpheldPensions and AnnuitiesDRN-6131528 The complaint Mr D complains that The Royal London Mutual Insurance Society Limited trading as Royal London provided incorrect information about the pricing method that would be used when he asked it to switch funds in his personal pension. He also complains about delays he ... (6 pages)View decision