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-6010467
30 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6010467 The complaint Mrs Y complains that Bank of Scotland plc trading as Halifax incorrectly updated the address associated with her accounts to that of her ex-partner, in 2016. She felt that because the address was changed, she was issued with a CCJ due to correspondence being mi... (3 pages)View decision -
Decision Reference DRN-5702259
30 Jan 2026 Gracombex Ltd Not upheldConsumer CreditDRN-5702259 The complaint Mrs R complains that Gracombex Ltd trading as The Money Platform irresponsibly lent to her. What happened The Money Platform lent Mrs R four loans, the loan details are as follows: Loan no: Start date Loan amount Term Repayment End date 1 09/... (3 pages)View decision -
Decision Reference DRN-6046407
30 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6046407 The complaint Mr S complains HSBC UK Bank Plc pursued him for repayment of a loan and a credit card increase he didn’t apply for. What happened Mr S began receiving contact from HSBC regarding a loan he said he didn’t take out. Mr S was abroad at the time, so tried to get i... (3 pages)View decision -
Decision Reference DRN-5777533
30 Jan 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-5777533 The complaint Mr E has complained that Zopa Bank Limited were irresponsible in supplying him with two loans, in March and September 2024. What happened Zopa provided Mr E with a loan in March 2024 (loan one) for £1,000, repayable in equal instalments of around £100 per month... (2 pages)View decision -
Decision Reference DRN-6065123
30 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6065123 The complaint Ms M complains that Barclays Bank UK PLC (‘Barclays’) won’t refund her the money she lost after she fell victim to a romance scam. What happened The background to this complaint is well known to both parties and has been laid out in detail by our Investigator ... (5 pages)View decision -
Decision Reference DRN-5970470
30 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5970470 The complaint Miss W complains that HSBC UK Bank Plc lent irresponsibly when it approved her credit card application. What happened Miss W applied for an HSBC credit card in April 2024. In her application, Miss W said she was living with her parents and working full time wi... (3 pages)View decision -
Decision Reference DRN-6108517
30 Jan 2026 First Central Underwriting Limited UpheldInsuranceDRN-6108517 The complaint Mrs G and Mr T complain about First Central Underwriting Limited (“FCUL”) and the way they handled the claim they made on their home insurance policy. Mrs G has acted as the main representative during the claim and complaint process. So, for ease of reference, ... (5 pages)View decision -
Decision Reference DRN-6020977
30 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6020977 The complaint Miss R complains about the way AMERICAN EXPRESS SERVICES EUROPE LIMITED (AmEx) administered a credit card account after it was closed. What happened Miss R held a credit card account with AmEx. Following a review, the account was closed and the balance was refe... (3 pages)View decision -
Decision Reference DRN-5914959
30 Jan 2026 EIFlow Insurance Limited Not upheldInsuranceDRN-5914959 The complaint Mr D is unhappy with the service he received from EIFlow Insurance Limited when he claimed on a sickness and redundancy policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on... (2 pages)View decision -
Decision Reference DRN-5907236
30 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5907236 The complaint Mr U complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In April 2025, Mr U was looking to get some building work done at his property. He posted on a social networking website asking ... (4 pages)View decision