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-5874728
12 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5874728 Complaint Mr and Mrs R are unhappy that HSBC UK Bank Plc didn’t reimburse them after they reported falling victim to a scam. Background The background to this case is already well known to the parties, so I do not intend to set it out in full. Instead, I will provide a summa... (3 pages)View decision -
Decision Reference DRN-6144103
12 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6144103 The complaint Ms H has complained about American Express Services Europe Limited (Amex)’s closure of her personal and business credit card accounts. What happened My provisional decision of 29 January 2025 set out the background to this complaint: “In July 2020, Ms H opened ... (3 pages)View decision -
Decision Reference DRN-5882764
12 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5882764 The complaint Mr L complains about the information recorded on his credit file by HSBC UK Bank Plc. What happened Mr L held a credit card account with HSBC. In August 2024, HSBC emailed Mr L to let him know his direct debit instruction had been cancelled following instructio... (2 pages)View decision -
Decision Reference DRN-6099656
12 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6099656 The complaint Mrs B complains Vanquis Bank Limited lent to her irresponsibly when they provided her with a credit card account. What happened In May 2025, Mrs B was provided with a Credit Card account by Vanquis, with an initial credit limit of £1,200. There were no further... (3 pages)View decision -
Decision Reference DRN-6148540
12 Feb 2026 Landmark Mortgages Limited Not upheldMortgagesDRN-6148540 The complaint Miss G has complained about her mortgage she holds with Landmark Mortgages Limited. Her complaint encompasses the following five areas: • It is an interest-only mortgage. • The interest rate loyalty discount. • The fees and charges added to the account. • Groun... (7 pages)View decision -
Decision Reference DRN-5987596
12 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5987596 The complaint Mr K’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under section 140A of the Consumer Cred... (6 pages)View decision -
Decision Reference DRN-6147868
12 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6147868 The complaint Mr and Ms P’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding agains... (9 pages)View decision -
Decision Reference DRN-6003369
12 Feb 2026 Fairscore Ltd Not upheldConsumer CreditDRN-6003369 The complaint Mr P complains that Fairscore Ltd trading as Updraft provided him with a settlement figure which was only valid for 24 hours rather than the 28 day he was expecting. What happened In June 2025 Mr P contacted Fairscore and requested an early settlement figure. H... (2 pages)View decision -
Decision Reference DRN-5922166
12 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5922166 The complaint T, a sole trader, has complained Lloyds Bank PLC didn‘t refund them after making payments to a building company in 2024. What happened Mr T operates T as a sole trader. In 2024 he was looking to have some building work carried out. He looked online and found a ... (3 pages)View decision -
Decision Reference DRN-5896852
12 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5896852 The complaint Mr J complains that Lloyds Bank PLC (Lloyds) won’t refund money he lost when he was the victim of a scam. Mr J is represented by a third-party firm, but for ease of reference I will refer to Mr J throughout the decision. What happened The background to this c... (2 pages)View decision