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
-
Decision Reference DRN-6134302
11 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6134302 The complaint Ms P complains that Wise Payments Limited will not reimburse the funds she lost to a scam. What happened Ms P received a message on WhatsApp offering a remote job role. The role required Ms P to complete a set of tasks for which she would receive commission. Ms... (4 pages)View decision -
Decision Reference DRN-6140682
11 Feb 2026 Evolution Lending Limited UpheldMortgagesDRN-6140682 The complaint Mr and Mrs C complain they were irresponsibly lent a second charge mortgage (secured loan) by Evolution Lending Limited. What happened Mr and Mrs C took out a loan with Evolution in 2022. They borrowed around £24,000 (including fees of around £2,850) over a fiv... (6 pages)View decision -
Decision Reference DRN-5945436
11 Feb 2026 Metro Bank PLC UpheldBanking and PaymentsDRN-5945436 The complaint Mr A complains that Metro Bank PLC blocked and closed his account. He would like to know the reason and receive compensation for the distress and inconvenience. What happened The details of this complaint are well known to both parties, so I won’t repeat them ... (2 pages)View decision -
Decision Reference DRN-6127892
11 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6127892 The complaint Mr S complains Barclays Bank UK PLC delayed providing him funds from a dormant account he held with them, despite providing the information Barclays needed to release the funds. Mr S explained this caused him to miss an investment opportunity and incur a financ... (4 pages)View decision -
Decision Reference DRN-5946560
11 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5946560 The complaint Mr S, initially via a representative, has complained that Lloyds Bank PLC (UK) Plc (“Lloyds”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat ever... (4 pages)View decision -
Decision Reference DRN-5824251
11 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5824251 The complaint Mrs H complains that Nationwide Building Society (‘Nationwide’) hasn’t refunded the money she lost to a police impersonation scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend to set these out in detail her... (5 pages)View decision -
Decision Reference DRN-6013717
11 Feb 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6013717 The complaint Mr C complains that BMW Financial Services (GB) Limited trading as Alphera Financial Services (“BMWFS”), provided him with inconsistent early settlement quotations. What happened The details of this complaint are well known to both parties, so I’ll only briefly... (4 pages)View decision -
Decision Reference DRN-6033900
11 Feb 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6033900 The complaint Ms C complains that Monzo Bank Ltd should pay more compensation than offered so far after admitting it was responsible for unreasonable delay in restoring full access to her account after it was blocked for security checks. What happened Monzo froze Ms C’s acc... (2 pages)View decision -
Decision Reference DRN-6144869
11 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6144869 The complaint Mrs L’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 her under Section 140A of the Consumer Credi... (12 pages)View decision -
Decision Reference DRN-5941092
11 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5941092 The complaint Ms M complains that HSBC UK Bank Plc won’t refund the money she lost as the result of a scam. What happened In January 2025 Ms M received an email which appeared to be from an elderly neighbour. The email asked Ms M to buy a gift card for the neighbour to give ... (3 pages)View decision