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-5915811
11 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5915811 The complaint Mr A complains about a payment he tried to make using his Bank of Scotland plc trading as “Halifax” credit card. What happened On 15 July 2025, Mr A says he attempted to make a payment to a merchant I’ll refer to as “M”, to go on a trip to a theme park. The co... (2 pages)View decision -
Decision Reference DRN-6123228
11 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6123228 The complaint Miss B complains that Barclays Bank UK PLC has declined to refund a disputed transaction that was made from her account. What happened On 19 September 2025, a £718.00 transaction to a well-known retailer debited Miss B’s account. Miss B says she didn’t make thi... (3 pages)View decision -
Decision Reference DRN-5903366
11 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5903366 The complaint Mr M is unhappy that Monzo Bank Ltd won’t refund payments he made because of a cryptocurrency based, investment scam. He says Monzo should have done more to intervene and protect him from financial harm. What happened In summary, Mr M says he saw an advertisem... (3 pages)View decision -
Decision Reference DRN-6137232
11 Feb 2026 MetLife Europe d.a.c. Not upheldInsuranceDRN-6137232 The complaint Miss T is unhappy with MetLife Europe d.a.c’s decision to decline her income protection claim. What happened Miss T has income protection with MetLife, through her employer’s group policy. In August 2023, Miss T became too unwell to work, suffering with symptom... (4 pages)View decision -
Decision Reference DRN-5507674
11 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5507674 The complaint Miss F complains that Revolut Ltd won’t reimburse funds she lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. On 18 February 2025, Miss F received a call on her mobile telep... (4 pages)View decision -
Decision Reference DRN-6146876
11 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6146876 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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidi... (12 pages)View decision -
Decision Reference DRN-6064712
11 Feb 2026 Bank of Scotland Plc Not upheldConsumer CreditDRN-6064712 The complaint Mr H complains that he can’t see information about his interest rate in the app for his Bank of Scotland plc (BoS) loan accounts. What happened Mr H says that he can’t see what his interest rate is in relation to two loan accounts when he reviews his banking a... (2 pages)View decision -
Decision Reference DRN-5805681
11 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5805681 The complaint Ms P is unhappy that Santander have refused to refund multiple ATM withdrawals she says she didn’t authorise. What happened In January 2025, Ms P contacted Santander to check the balance on her accounts. Whilst discussing Ms P’s savings account, Santander advi... (3 pages)View decision -
Decision Reference DRN-6138793
11 Feb 2026 Nationwide Building Society UpheldConsumer CreditDRN-6138793 The complaint Mrs O says Nationwide Building Society irresponsibly lent to her. What happened Mrs O took out two loans from Nationwide. The first, in February 2022, was for £10,000 over 36 months with monthly repayments of £335.64. The second, in September 2024, was a top- u... (3 pages)View decision -
Decision Reference DRN-5988880
11 Feb 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5988880 The complaint Mrs A complains that a used car she acquired through a hire purchase agreement financed by BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘Alphera’) is of unsatisfactory quality. Mrs A is bringing this complaint with the help of a f... (4 pages)View decision