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-5766979
8 Jan 2026 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5766979 The complaint Mr C is unhappy with how The Royal Bank of Scotland Plc (“RBS”) processed an application he made for a personal loan, and with the service he received surrounding that application. What happened Mr C applied for a personal loan with RBS but received a near inst... (3 pages)View decision -
Decision Reference DRN-5911676
8 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5911676 The complaint Miss W complains that HSBC UK Bank Plc (trading as first direct) has not refunded the money she lost to what she believes was a scam. What happened In 2023 Miss W invested in property. This was via a personal loan to an individual I will call Mr C. Miss W had ... (3 pages)View decision -
Decision Reference DRN-5901221
8 Jan 2026 Equifax Limited Not upheldConsumer CreditDRN-5901221 The complaint Ms G complains Equifax Limited is reporting incorrect information on her credit file and won’t provide access to her online account. What happened Around December 2024 Ms G contacted Equifax as she said a company, I’ll refer to as E, had carried out a hard sea... (4 pages)View decision -
Decision Reference DRN-6025708
8 Jan 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-6025708 The complaint A, a limited company, complains that Starling Bank Limited has not refunded money it lost through what it now believes was a scam. A is represented by ‘Q’, which brings the complaint on A’s behalf. What happened As all parties are familiar with the circumstance... (6 pages)View decision -
Decision Reference DRN-6051141
8 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6051141 The complaint Mr H has complained Revolut Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr H had opened an account with Revolut in March 2024. He discovered in 2025 that as well as closing his account, Revolut had lodged ... (2 pages)View decision -
Decision Reference DRN-5986687
8 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5986687 The complaint Mr D complains Nationwide Building Society unfairly stopped a payment he wanted to send and blocked his account. What happened In July 2025, Nationwide declined a payment when Mr D tried to transfer a three-figure amount from his account with Nationwide to an ... (2 pages)View decision -
Decision Reference DRN-5895148
8 Jan 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5895148 The complaint Mr C complains Wise Payments Limited trading as Wise didn’t do enough to get a refund for transactions made on his debit card. What happened In January and February 2025, Mr C made a number of transactions, via his Wise debit card to online merchants. Mr C th... (4 pages)View decision -
Decision Reference DRN-6015075
8 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6015075 The complaint Miss K complains that NewDay Ltd trading as Marbles (NewDay) acted irresponsibly by agreeing to lend to her. What happened Around March 2021 Miss K applied for a revolving credit facility (Aqua credit card) with NewDay. Miss K’s application was successful with ... (6 pages)View decision -
Decision Reference DRN-6010031
8 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6010031 The complaint Miss A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A opened an account with Monzo in December 2021. In July 2024 Monzo received a fraud report from another bank about a payme... (2 pages)View decision -
Decision Reference DRN-6063250
8 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6063250 The complaint Mr and Mrs M’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)... (11 pages)View decision