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-5831133
5 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5831133 The complaint Miss N complains that Santander UK Plc (‘Santander’) won’t refund the money she says was lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In summary, Miss N made an investment with a com... (5 pages)View decision -
Decision Reference DRN-6079898
5 Feb 2026 Phoenix Life Limited Not upheldInvestmentsDRN-6079898 The complaint Mr S complaint is about a mortgage endowment policy he had with Phoenix Life Limited trading as Standard Life. He believes that the Standard Life Mortgage Endowment Promise (MEP) that was associated with the policy should have paid the policy shortfall at matur... (3 pages)View decision -
Decision Reference DRN-6053647
4 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6053647 The complaint Mr P complains that Barclays Bank UK PLC trading as Barclaycard haven’t provided him with statements for his account from 2005 until the account was closed. What happened Mr P held a credit card account with Barclays from around 2003. Mr P wanted to trace Bitco... (2 pages)View decision -
Decision Reference DRN-6130712
4 Feb 2026 Wise Payments Limited UpheldBanking and PaymentsDRN-6130712 The complaint Mr N complains that Wise Payments Limited (Wise) won’t refund the money he lost to an investment scam. Mr N is represented, and I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well known to both parties. So, ... (9 pages)View decision -
Decision Reference DRN-5971869
4 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5971869 The complaint Mr S complains Lloyds Bank PLC declined several payments he attempted to make and didn’t investigate his complaint about this properly. What happened Mr S has accounts with Lloyds Bank – and elsewhere – and he has a debit card and a credit card. He says he’s be... (2 pages)View decision -
Decision Reference DRN-5676982
4 Feb 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5676982 The complaint Miss P complains that Santander UK Plc (‘Santander’) unfairly closed her basic and savings accounts. What happened Miss P had a basic and savings accounts with Santander. In addition, she also held kids savings accounts for her children. Santander wrote to Mi... (3 pages)View decision -
Decision Reference DRN-5857763
4 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5857763 The complaint Mr G complains that HSBC UK Bank Plc responded unfairly when he got into financial difficulties. What happened Mr G says that HSBC first wrote to him on 7 April 2022 to tell him that he was in persistent debt due to insufficient payments on his credit card. He... (3 pages)View decision -
Decision Reference DRN-5826348
4 Feb 2026 CREDIT LABS LIMITED Not upheldConsumer CreditDRN-5826348 The complaint Mr J is unhappy that Credit Labs Limited, trading as 1Plus1 Loans (“CLL”) have miscalculated the balance of his personal loan. What happened In January 2019, Mr J successfully applied to a loan provider, which I’ll refer to as ‘B’, for a personal loan with a re... (2 pages)View decision -
Decision Reference DRN-5872691
4 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5872691 The complaint Mr D’s complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Cred... (10 pages)View decision -
Decision Reference DRN-5932148
4 Feb 2026 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5932148 The complaint Mr S complains that SCOTTISH WIDOWS LIMITED trading as Clerical Medical (Clerical Medical) delayed the transfer of his pension plan preventing him from accessing his benefits and caused losses. He wants £20,000 in compensation for the losses and the distress an... (4 pages)View decision