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-5801061
19 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5801061 The complaint Mrs T is unhappy that Bank of Scotland plc, trading as Halifax, didn’t accept a £10 per month payment offer she made to them and that they didn’t issue correspondence to her via email as she asked. What happened Mrs T had two credit card accounts with Halifax t... (3 pages)View decision -
Decision Reference DRN-6002031
19 Feb 2026 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-6002031 The complaint Mr M complains that Somerset Bridge Insurance Services Limited (trading as Go Skippy) unfairly cancelled his motor insurance policy. What happened In April 2025 Mr M took out a motor insurance policy through Go Skippy who were acting as intermediaries for the ... (2 pages)View decision -
Decision Reference DRN-6165734
19 Feb 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6165734 The complaint Mr K’s complaint is, in essence, that Tandem Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ag... (12 pages)View decision -
Decision Reference DRN-5850031
19 Feb 2026 Santander UK Plc Not upheldConsumer CreditDRN-5850031 The complaint Mrs H complains that Santander UK Plc (Santander) has held her liable for a loan that she says she did not consent to. What happened Mrs H says she fell victim to a scam after expressing an interest in an investment opportunity she saw advertised on the televi... (4 pages)View decision -
Decision Reference DRN-5958019
19 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5958019 The complaint Mr P complains that Barclays Bank UK PLC trading as “Barclaycard” decreased his credit limit. What happened Besides summarising Mr P’s complaint and some other relevant points, I won’t repeat all of the facts of the case here as those aren’t in dispute. Rather... (3 pages)View decision -
Decision Reference DRN-5929675
19 Feb 2026 Tradex Insurance Company PLC UpheldInsuranceDRN-5929675 The complaint Mr S complains about the settlement Tradex Insurance Company PLC made to him, for a claim he made on his motor insurance policy after his car was declared a total loss. What happened Mr S holds a motor insurance policy with Tradex. When his car was damaged in ... (2 pages)View decision -
Decision Reference DRN-6025207
19 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6025207 The complaint Mr J complains Santander UK Plc blocked a payment he authorised and blocked access to his online banking, despite him explaining what the payment was for. What happened On 6 June 2025 Mr J made a payment of £1 from his Santander account to a friend. This initia... (6 pages)View decision -
Decision Reference DRN-6063543
19 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6063543 The complaint Ms N complains that NewDay Ltd, trading as Aqua, lent to her irresponsibly. What happened Ms N holds a credit card with NewDay; she opened it in June 2021 and was given an initial credit limit of £600. The credit limit was increased once, in December 2021, to ... (3 pages)View decision -
Decision Reference DRN-6113339
19 Feb 2026 Paragon Bank Plc Not upheldMortgagesDRN-6113339 The complaint Mr B, Mrs B, Mr B1 and Ms J complain about a buy to let mortgage with Paragon Bank Plc – in particular that it appointed receivers to manage the property, wouldn’t agree to hand it back, and wouldn’t agree to proposals to get the property ready for sale. Althou... (5 pages)View decision -
Decision Reference DRN-6133964
19 Feb 2026 Paragon Bank Plc Not upheldMortgagesDRN-6133964 The complaint Mr B, Mrs B, Mr B1 and Ms B complain about a buy to let mortgage with Paragon Bank Plc – in particular that it appointed receivers to manage the property, wouldn’t agree to hand it back, and wouldn’t agree to proposals to get the property ready for sale. Althou... (2 pages)View decision