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-6091654
12 Feb 2026 Black Horse Limited Not upheldConsumer CreditDRN-6091654 The complaint Mr F says that a car supplied to him under a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services was misrepresented, and the actual mileage was more than he was advised at the point of supply. What happened In March 2021, ... (3 pages)View decision -
Decision Reference DRN-6111630
12 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6111630 The complaint Mr M complains that HSBC Bank UK Plc (“HSBC”) changed his email address to one previously held with it without prior notification or his consent. What happened On 17 May 2024 Mr M amended and updated his email address to one ending in “net” during a phone call ... (3 pages)View decision -
Decision Reference DRN-5915666
12 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5915666 The complaint Miss S is unhappy that Barclays Bank UK PLC trading as Barclaycard reduced her credit limit and won’t reinstate it to its previous level. What happened In February 2025, Miss S raised a complaint with Barclaycard as she was unhappy that they had reduced the cre... (3 pages)View decision -
Decision Reference DRN-6002911
12 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6002911 The complaint In March 2023 HSBC UK Bank Plc (‘HSBC’) provided Mr D with a current account with an overdraft of £650. Mr D says HSBC shouldn’t have agreed to the overdraft as it was unaffordable for him. What happened The details of this complaint are well-known to both pa... (2 pages)View decision -
Decision Reference DRN-4749407
12 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4749407 The complaint Mr R’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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’), (2) lend... (2 pages)View decision -
Decision Reference DRN-5811454
12 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5811454 The complaint Miss B has complained about how Barclays Bank UK PLC trading as Barclaycard handled her claim for refunds of transactions made using her Barclaycard credit card account. What happened My provisional decision of 28 January 2026 set out the background to this com... (7 pages)View decision -
Decision Reference DRN-5775915
12 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5775915 The complaint Mr B is unhappy that Santander UK Plc (‘Santander’) has decided not to refund the money he lost, to what he believed was an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties. So, I won’t repeat e... (4 pages)View decision -
Decision Reference DRN-6148654
12 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6148654 The complaint Mr O has complained that Bank of Scotland plc trading as Halifax “Halifax” declined his claim for money back in relation to a set of insulation products he bought using credit it provided. What happened The facts in this case aren’t disputed so I’ll only brief... (6 pages)View decision -
Decision Reference DRN-6106108
12 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6106108 The complaint Mr K complains American Express Services Europe Limited (“Amex”) acted unfairly by not refunding a payment he made using his credit card. What happened In August 2025, Mr K noticed he’d been charged £63.16 by a company I’ll refer to as H, for a subscription box... (4 pages)View decision -
Decision Reference DRN-5937256
12 Feb 2026 Lex Autolease Ltd UpheldConsumer CreditDRN-5937256 The complaint Mr C complains that Lex Autolease Ltd (“Lex”) treated him unfairly when it administered his contract hire agreement for the supply of a car. What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything again in ... (3 pages)View decision