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-5969892
10 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5969892 The complaint Mr M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) lent to him irresponsibly. What happened Mr M opened a credit card account with NatWest in 2024; it had a credit limit of £10,000. Around a year later, in 2025, Mr M complained to... (4 pages)View decision -
Decision Reference DRN-6143717
10 Feb 2026 Castle Trust Capital PLC Not upheldBanking and PaymentsDRN-6143717 The complaint Mr H complains about Castle Trust Capital PLC trading as Castle Trust Bank and how it handled his ISA account at maturity. Mr H is unhappy that Castle Trust won’t reverse the closure of his ISA account after the funds were withdrawn in error. What happened Mr H... (6 pages)View decision -
Decision Reference DRN-5957520
10 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5957520 The complaint Mr K complains that Clydesdale Bank Plc trading as Virgin Money has treated him unfairly regarding a transaction on his credit card for a fence. What happened In February 2024, Mr K bought fence panels from a merchant, who I’ll call C. The total order was for 1... (4 pages)View decision -
Decision Reference DRN-5826996
10 Feb 2026 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5826996 The complaint Ms B complains that HSBC UK Bank Plc (‘HSBC’) didn’t agree to remove a default from her credit file. Ms B would like this removing given the impact it is having on her. What happened Ms B’s overdraft facility with HSBC went over its agreed limit. HSBC sent Ms B... (2 pages)View decision -
Decision Reference DRN-5785599
10 Feb 2026 AXA Insurance UK Plc Not upheldInsuranceDRN-5785599 The complaint Mrs S and Mr U complain about the way AXA Insurance UK Plc (‘AXA’) handled a claim they made on their home insurance policy. Mr U has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any action... (2 pages)View decision -
Decision Reference DRN-5925092
10 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-5925092 The complaint Mr H complains about NewDay Ltd’s handling of his Section 75 claim. What happened The background to this complaint is well known to both parties, so I won’t repeat it here at length. In summary, in November and December 2023, Mr H arranged and paid for repair ... (5 pages)View decision -
Decision Reference DRN-6143600
10 Feb 2026 Pepper (UK) Limited Not upheldMortgagesDRN-6143600 The complaint Ms K complains that Pepper (UK) Limited trading as Engage Credit didn’t accept payments towards her mortgage by a third party, leading to an ongoing incorrect balance and charges. What happened Ms K took out a mortgage some years ago. The mortgage was later tr... (2 pages)View decision -
Decision Reference DRN-5900915
10 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5900915 The complaint Mr R complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund payments he says he didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I unde... (3 pages)View decision -
Decision Reference DRN-6143260
10 Feb 2026 Zurich Assurance Ltd UpheldInsuranceDRN-6143260 The complaint Mr H is unhappy that Zurich Assurance Limited declined a claim made for the total permanent disability benefit - own occupation - (‘the benefit’) made on his level protection plan (‘the policy’) and sought to remove the benefit under the policy retrospectively.... (7 pages)View decision -
Decision Reference DRN-6125848
10 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6125848 Complaint Mr T is unhappy that Barclays Bank UK PLC didn’t reimburse him after he reported falling victim to a scam. Background In early 2024, Mr T was looking to buy a van. He found an advertisement for a second‑hand vehicle on a social media platform. As he did not have th... (2 pages)View decision