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 179851 results
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Decision Reference DRN-5857528
12 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5857528 The complaint Mr S complains that HSBC UK Bank Plc (“HSBC”), have failed to refund money that he lost as part of an investment scam. What happened Mr S came across a company that purported to be an investment firm but was actually a scammer that I will call C. Mr S made t... (3 pages)View decision -
Decision Reference DRN-5829672
12 Feb 2026 Vodafone Limited UpheldConsumer CreditDRN-5829672 The complaint Mr D complains that Vodafone Limited acted irresponsibly when it lent him five fixed-sum personal loans, as they were unaffordable for him. What happened In 2021 and 2022, Mr D took out five fixed-sum loan agreements with Vodafone, each to purchase a smartphone... (2 pages)View decision -
Decision Reference DRN-6121257
12 Feb 2026 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-6121257 The complaint Mr J complains that Sainsbury’s Bank Plc (Sainsbury’s”) provided credit to him irresponsibly and that this credit was unaffordable. He is being represented by a professional third party. What happened In April 2019 Mr J applied for and received a credit card fr... (3 pages)View decision -
Decision Reference DRN-6086973
12 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6086973 The complaint Mrs P has complained about Barclays Bank UK PLC not refunding several payments she says she made and lost to a scam. Mrs P has referred the complaint with a professional representative, however for ease I will refer to Mrs P throughout. What happened The back... (3 pages)View decision -
Decision Reference DRN-6027637
12 Feb 2026 Clydesdale Bank Plc Not upheldMortgagesDRN-6027637 The complaint Mrs T and Mr T complain that Clydesdale Bank Plc trading as Virgin Money increased the interest rate on their buy to let mortgage without giving them prior notice. Mr T asks for the interest to be removed from the balance. What happened Mr T and Mrs T took out ... (3 pages)View decision -
Decision Reference DRN-6142427
12 Feb 2026 Western Circle Ltd Not upheldConsumer CreditDRN-6142427 The complaint Mr J complains that Western Circle Ltd trading as Cashfloat irresponsibly lent to him when he couldn’t afford it. Mr J also said Cashfloat has recorded negative information on his credit file, and it caused him distress and inconvenience in the way it contacted... (2 pages)View decision -
Decision Reference DRN-6088817
12 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6088817 The complaint Mr C’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), and (2)... (4 pages)View decision -
Decision Reference DRN-5938517
12 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5938517 The complaint C, a limited company complains that Revolut Ltd won’t refund her all the funds lost as a result of a safe account scam. Mrs O, a director of C, brings the complaint on behalf of C. What happened The background to this complaint is well-known to both parties, ... (3 pages)View decision -
Decision Reference DRN-6123494
12 Feb 2026 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-6123494 The complaint Mr O complains about the information Hutchinson 3G UK Limited (Three) gave to him when he took out a new finance agreement. What happened In March 2025, Mr O decided to upgrade his mobile phone with Three. Mr O says that, based on his past experience of buying ... (3 pages)View decision -
Decision Reference DRN-6048840
12 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6048840 The complaint Miss W complains that Bank of Scotland plc restricted access to her account and that it will not reinstate it. The bank trades in this case under its Halifax brand. What happened Miss W has explained that she is working abroad on a 12-month contract. To help wi... (2 pages)View decision