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-6140103
19 Feb 2026 Cumberland Building Society Not upheldMortgagesDRN-6140103 The complaint Mrs W’s complaint is that Cumberland Building Society (CBS) was unreasonable in refusing her request for a payment holiday on her mortgage. Mrs W is also unhappy that CBS asked for information about her personal and financial circumstances that she considered t... (3 pages)View decision -
Decision Reference DRN-5934461
19 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5934461 The complaint Mr H has complained Revolut Ltd declined to process a claim for money back. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them here. It reflects my role of resolving disputes quickly with ... (3 pages)View decision -
Decision Reference DRN-5892493
19 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5892493 The complaint Mr O complains that Lloyds Bank PLC won’t refund the money he says he lost to a scam. What happened Mr O was browsing Auto Trader for a new car. He came across one that met his needs and the listing claimed the car was in good condition. Mr O made contact with ... (3 pages)View decision -
Decision Reference DRN-5954028
19 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5954028 The complaint Mr K complains that Santander UK Plc (Santander) is refusing to refund him the amount he lost as the result of several scams. Mr K is being represented by a third party. To keep things simple, I will refer to Mr K throughout my decision. What happened The backg... (2 pages)View decision -
Decision Reference DRN-5919889
19 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5919889 The complaint Mr K complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of several scams. Mr K is being represented by a third party. To keep things simple, I will refer to Mr K throughout my decision. What happened The background o... (2 pages)View decision -
Decision Reference DRN-6165300
19 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6165300 The complaint The estate of Mrs H senior complains that Bank of Scotland plc trading as Halifax have incorrectly released information about the late Mrs H senior. The late Mrs H senior’s daughter (Mrs H) is representing the estate, so I will refer to her within my decision. ... (3 pages)View decision -
Decision Reference DRN-6013568
19 Feb 2026 Hampshire Trust Bank Plc Not upheldBanking and PaymentsDRN-6013568 The complaint C, a limited company, complains that Hampshire Trust Bank Plc (HTB) unfairly appointed receivers to manage and sell a property which was security for a mortgage. C is represented by its director Mr C. What happened In 2022 C purchased a property for around £3.7... (3 pages)View decision -
Decision Reference DRN-6057812
19 Feb 2026 Zurich Insurance PLC UpheldInsuranceDRN-6057812 The complaint Ms R’s complained about the way Zurich Insurance PLC have dealt with repairs to her property following a fire. What happened The details of the complaint are well known to both parties so I won’t set them out in detail here. But, to summarise, Ms R owns a prop... (3 pages)View decision -
Decision Reference DRN-6142808
19 Feb 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6142808 The complaint Miss O complains that MONEYBARN NO.1 LIMITED refused to let her reject a faulty car. What happened In October 2023 Miss O acquired a second-hand car at a cost of £5,495. It had covered approximately 80,000 miles and was some eight years old. The purchase was fu... (3 pages)View decision -
Decision Reference DRN-5786019
19 Feb 2026 Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. Not upheldInsuranceDRN-5786019 The complaint Mr P complains about the replacement smartwatch provided by Telefonica Seguros y Reaseguros Compania Aseguradora S.A.U. trading as Telefonica Insurance UK Branch when he made a claim on his gadget insurance policy. What happened Mr P made a claim on his policy ... (2 pages)View decision