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-5878677
26 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5878677 The complaint Mr L complains that Revolut Ltd won’t reimburse him money he lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr L was contacted by a third-party about a job opportunity, a... (3 pages)View decision -
Decision Reference DRN-5892186
26 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5892186 The complaint Mr B complains that Monzo Bank Ltd allowed disputed transactions to debit his account which put it into an unplanned overdraft. What happened In September and October 2024, three transactions totalling £183.93 debited Mr B’s account. The transactions were part ... (3 pages)View decision -
Decision Reference DRN-5775748
26 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5775748 The complaint Mr M has complained that HSBC UK Bank Plc didn’t tell him why his overdraft was being reduced. What happened Mr M has an account with HSBC, and it wrote to him on 29 April 2025, to give him notice that the overdraft limit would be reduced on 31 May 2025. He com... (2 pages)View decision -
Decision Reference DRN-5822472
26 Jan 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-5822472 The complaint The complaint is brought on behalf of a business “L.” But is being dealt with by one of the business owners Mr M. So, for ease I will refer to him throughout this decision. Mr M is unhappy with Starling Bank Limited. He said Starling restricted the account, th... (10 pages)View decision -
Decision Reference DRN-5706168
26 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5706168 Complaint Mr Y is unhappy that HSBC UK Bank Plc didn't reimburse him after he reported falling victim to a scam. Background In late 2019, Mr Y became aware of an investment opportunity with a company I’ll refer to as Company A. The company claimed to have developed a pr... (5 pages)View decision -
Decision Reference DRN-6023193
26 Jan 2026 Motability Operations Limited Not upheldConsumer CreditDRN-6023193 The complaint Mr B is unhappy with how Motability Operations Limited handled things after a new car it supplied under a hire agreement was damaged and repaired. What happened Around March 2023 Mr B entered into a hire agreement with Motability to acquire a new car. Unfortun... (2 pages)View decision -
Decision Reference DRN-5869612
26 Jan 2026 Bank of Scotland Plc Not upheldMortgagesDRN-5869612 The complaint Mr and Mrs G complain that Bank of Scotland plc unlawfully repossessed their property relying on an invalid mortgage. They also complain about how the repossession was handled. What happened Mr and Mrs G took out a mortgage with Bank of Scotland in 2006. They b... (3 pages)View decision -
Decision Reference DRN-6097621
26 Jan 2026 Topaz Finance Limited Not upheldMortgagesDRN-6097621 The complaint Mr H complains that Topaz Finance Limited trading as Rosinca Mortgages did not identify that two properties he’d mortgaged were held under the same title. What happened In 2007, Mr H took out two remortgages with Mortgage Express. The lender now is Rosinca – an... (2 pages)View decision -
Decision Reference DRN-5673615
26 Jan 2026 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5673615 The complaint A charity I’ll refer to as L complains that the Royal Bank of Scotland Plc closed their accounts. They’d like the accounts to be reopened and compensation for the disruption. What happened The facts of this case are well known and largely not in dispute, so I ... (2 pages)View decision -
Decision Reference DRN-6019570
26 Jan 2026 Oodle Financial Services Limited Not upheldConsumer CreditDRN-6019570 The complaint Miss M, through her representative, complains that Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”) approved a car finance agreement when she could not afford it. What happened Miss M wanted to buy a car on 12 May 2022. The cash price for... (5 pages)View decision