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-5845931
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5845931 The complaint Mr and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (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’) and (2)... (13 pages)View decision -
Decision Reference DRN-6007097
5 Feb 2026 Elfin Market Ltd Not upheldBanking and PaymentsDRN-6007097 The complaint Mr P complains that Elfin Market Ltd paid compensation to the wrong account and did not provide a tax certificate. What happened Mr P says Elfin agreed to refund interest and charges in response to a previous complaint. He says it paid the money into the wrong... (3 pages)View decision -
Decision Reference DRN-5997880
5 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5997880 The complaint Mr N’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (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 ... (11 pages)View decision -
Decision Reference DRN-6133771
5 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6133771 The complaint Miss C complains that NewDay Ltd trading as Aqua (NewDay) irresponsibly entered into a credit card agreement with her and increased the card limit on several occasions, which she couldn’t afford to repay. What happened In March 2017, Miss C applied for a credi... (4 pages)View decision -
Decision Reference DRN-5810868
5 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5810868 The complaint Miss K complains that Revolut Ltd (“Revolut”) hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Miss K has explained that in May ... (2 pages)View decision -
Decision Reference DRN-6086223
5 Feb 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-6086223 The complaint Mr K has complained about the service he has received from J.P. Morgan Europe Limited trading as Chase (“Chase”). Mr K has raised a number of issues, including that emails were blocked, emails were not always responded to, in-app webchats weren’t always answer... (3 pages)View decision -
Decision Reference DRN-5728476
5 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5728476 The complaint Mr C is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on giving the key reasons for my decision. This is not a discou... (2 pages)View decision -
Decision Reference DRN-5716088
5 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5716088 THE COMPLAINT Mr R complains that Bank of Scotland plc (trading as Halifax) will not reimburse him money he says he lost when he fell victim to a scam. Mr R is represented by Wealth Recovery Solicitors (‘WRS’) in this matter. However, where appropriate, I will refer to Mr ... (3 pages)View decision -
Decision Reference DRN-6076117
5 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6076117 The complaint Mr E complains that Santander UK Plc didn’t do enough to protect him when he fell victim to a scam. Mr E is represented in this matter, but for ease of reading I will refer to Mr E throughout this decision. What happened Mr E says he completed an enquiry form f... (4 pages)View decision -
Decision Reference DRN-5728498
5 Feb 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-5728498 The complaint Mr C is unhappy that Metro Bank PLC (Metro) won’t reimburse money he lost to a scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on giving the key reasons for my decision. This is n... (2 pages)View decision