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-6135342
13 Feb 2026 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-6135342 The complaint Mr and Mrs A complain that The Royal Bank of Scotland Plc (RBS) has not complied with a recommendation made by this Service in respect of a previous complaint. Whilst the mortgage is in the names of both Mr and Mrs A, I can see that it is Mr A who has been deal... (5 pages)View decision -
Decision Reference DRN-6096983
13 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6096983 The complaint Mr R and Mrs H’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 (... (12 pages)View decision -
Decision Reference DRN-5897029
13 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5897029 The complaint Mr and Mrs Q complain that Barclays Bank UK PLC (‘Barclays’) hasn’t reimbursed the funds they lost when they fell victim to what they believe was a property investment scam. What happened Mr and Mrs Q were introduced to a property development/investment compan... (6 pages)View decision -
Decision Reference DRN-5953320
13 Feb 2026 U K Insurance Limited Not upheldInsuranceDRN-5953320 The complaint Mr P and Mrs P complain about U K Insurance Limited’s handling of their subsidence claim. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. Mr P and Mrs P have home insurance underwritten by... (3 pages)View decision -
Decision Reference DRN-5863169
13 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5863169 The complaint Mr A complains National Westminster Bank Public Limited Company “NatWest”, has said he’s liable for an overdraft it can’t provide a credit agreement for. What happened Mr A opened a current account with NatWest in February 2001. In July 2024, NatWest wrote to ... (3 pages)View decision -
Decision Reference DRN-5818715
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5818715 The complaint Mr S complains Monzo Bank Ltd has recorded his personal details with Cifas – a fraud prevention database – and won’t remove them. What happened On 25 February 2024, Mr S received a payment of £80 into his account. Monzo later received notification that this pa... (2 pages)View decision -
Decision Reference DRN-6152209
13 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6152209 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’). (2)... (2 pages)View decision -
Decision Reference DRN-6059776
13 Feb 2026 Aviva Insurance Limited Not upheldInsuranceDRN-6059776 The complaint Mrs K complains about the cancellation of her home insurance policy by Aviva Insurance Limited. Mrs K has been assisted in this complaint by a family member. In my decision, I’ll only refer to Mrs K (as the policy holder and eligible complainant, but have caref... (3 pages)View decision -
Decision Reference DRN-5957050
13 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5957050 The complaint Mr G complains that Vanquis Bank Limited irresponsibly lent to him. What happened Mr G was approved for a Vanquis credit card in March 2023, with a £1,200 credit limit. The credit limit was increased three times, in July 2023 (£1,500), March 2024 (£2,500), and ... (4 pages)View decision -
Decision Reference DRN-6086187
13 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6086187 The complaint Mr D has complained about the way National Westminster Bank Public Limited Company dealt with a claim for money back in relation to a transaction made using a debit card. What happened The circumstances of the complaint are well known to the parties so I won’t... (3 pages)View decision