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 391431 results
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Decision Reference DRN-5048259
5 Feb 2026 Barclays Bank Plc Not upheldInvestmentsDRN-5048259 The complaint Mr T and Mrs T (‘the complainants’) were advised by Barclays Bank Plc (‘Barclays’) in a £5 million Fixed Maturity Portfolio (‘FMP’) investment made between 17 and 19 July 2023. They claim a financial loss based on their assertion of a mismatch between the inves... (8 pages)View decision -
Decision Reference DRN-6000495
5 Feb 2026 U K Insurance Limited Not upheldInsuranceDRN-6000495 The complaint Miss E complains about the impact on her credit file caused by Mrs W missing payments for their car insurance policy with U K Insurance Limited trading as Churchill Insurance (“UKI”). Miss E is represented in her complaint by Mrs W, and I’ll refer to them both ... (2 pages)View decision -
Decision Reference DRN-5930731
5 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5930731 The complaint Mr G has complained that Bank of Scotland plc trading as Halifax “Halifax” declined his claim for money back in relation to energy equipment he purchased. What happened In August 2024, Mr G bought a range of energy equipment for his home from a supplier I’ll r... (4 pages)View decision -
Decision Reference DRN-6026193
5 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6026193 The complaint Mrs H complains that Lloyds Bank PLC (‘Lloyds’) irresponsibly granted her a credit card she couldn’t afford to repay. What happened In December 2012 Mrs H entered into an agreement with Lloyds to have access to credit by way of a credit card account. She was g... (3 pages)View decision -
Decision Reference DRN-5898187
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5898187 The complaint Mrs D’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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (9 pages)View decision -
Decision Reference DRN-6014404
5 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6014404 The complaint Mr S complaints HSBC Bank UK Plc wrongly recorded a default against him, and this caused severe distress and inconvenience. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr S held ... (3 pages)View decision -
Decision Reference DRN-6123807
5 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6123807 The complaint Mrs H complains about the service she received from American Express Europe Limited (AMEX). A family member is representing Mrs H but to keep things simple, I will refer to Mrs H throughout my decision. What happened • Mrs H is a customer of AMEX. In July 2025,... (3 pages)View decision -
Decision Reference DRN-6131888
5 Feb 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-6131888 The complaint Miss R is unhappy that Lendable Ltd trading as Zable refused to refund transactions she said she didn’t authorise. What happened Miss R contacted Zable on 23 September 2024 to dispute 12 transactions totalling just over £550 carried out from December 2023 to Ma... (3 pages)View decision -
Decision Reference DRN-6129795
5 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6129795 The complaint Miss H is unhappy NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) hasn’t offered her a refund after she complained about being the victim of a scam. What happened Miss H was made aware of a private clinic offering cosmetic treatments that I will re... (4 pages)View decision -
Decision Reference DRN-6011425
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6011425 The complaint Mr and Mrs 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) ... (8 pages)View decision