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 179155 results
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Decision Reference DRN-5937867
16 Feb 2026 Metro Bank PLC Not upheldConsumer CreditDRN-5937867 The complaint Mr H complains that Metro Bank PLC, trading as RateSetter irresponsibly lent to him. What happened Mr H took out an unsecured loan from Metro Bank PLC, trading as RateSetter, on 23 August 2022 for £10,000. The loan had an APR of 10.94%, a fee of £666, and a tot... (3 pages)View decision -
Decision Reference DRN-5947532
16 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5947532 The complaint Ms B has complained American Express Services Europe Limited didn’t refund a transaction she didn’t authorise. What happened Ms B has held an American Express account since February 2022. In April 2025 Ms B saw a payment of £84.99 pending on her American Expres... (2 pages)View decision -
Decision Reference DRN-6039036
16 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6039036 The complaint Miss A has complained Starling Bank Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A opened an account with Starling in July 2022. In October 2024 Starling identified payments into Miss A’s account t... (3 pages)View decision -
Decision Reference DRN-6151197
16 Feb 2026 Next Retail Limited Not upheldConsumer CreditDRN-6151197 The complaint Mrs S complains Next Retail Limited recorded adverse information on her credit file. What happened In March 2025, Mrs S opened a Running Account Credit with Next, which allowed her to purchase goods on credit and repay in instalments. Next says it didn’t rece... (2 pages)View decision -
Decision Reference DRN-5747421
16 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5747421 The complaint Mr V complains that HSBC UK Bank Plc believes he has lost to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it all in detail here. But in summary, I understand it to be as... (4 pages)View decision -
Decision Reference DRN-6157535
16 Feb 2026 1st Class Credit Union Limited UpheldConsumer CreditDRN-6157535 The complaint Mrs O complains about 1st Class Credit Union Limited’s (1st Class) decision to reverse part of a consolidation loan it had previously offered her. Mrs O’s also unhappy 1st Class declined a subsequent loan application she made and that they gave her conflicting ... (5 pages)View decision -
Decision Reference DRN-5777811
16 Feb 2026 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-5777811 The complaint Mrs B and Mr N complain that Amazon Payments UK Limited have unreasonably restricted access to funds they believe they are owed. They’d like these funds released to them. What happened Mrs B and Mr N sell goods through Amazon. As part of holding a seller’s acco... (2 pages)View decision -
Decision Reference DRN-6157414
16 Feb 2026 Motability Operations Limited Not upheldConsumer CreditDRN-6157414 The complaint Mr S complains about a car that was provided to him with a hire agreement he took out with Motability Operations Limited (“MOL”). As the complainant is Mr S, for ease, I will refer to him only throughout this decision, when referring to what he and his represe... (5 pages)View decision -
Decision Reference DRN-6080380
16 Feb 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6080380 The complaint This complaint is brought by Mr F’s son, on behalf of his late father’s estate. The complaint is that The Royal Bank of Scotland Plc (“RBS”) irresponsibly granted him a credit card he couldn’t afford to repay. What happened In May 2002 the late Mr F entered in... (3 pages)View decision -
Decision Reference DRN-6068729
16 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6068729 The complaint Mrs M complains about a default recorded on her credit file by HSBC UK Bank Plc (HSBC). What happened In January 2022, HSBC recorded a default with the credit reference agencies in relation to Mrs M’s credit card account. This occurred after Mrs M stopped makin... (3 pages)View decision