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
-
Decision Reference DRN-6049684
23 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6049684 The complaint Ms E complains that Monzo Bank Ltd (Monzo) won’t refund the money she’s lost as a result of a romance scam. What happened The detailed background to this complaint is well known to both parties and the following is a summary of what happened. In November 2024... (6 pages)View decision -
Decision Reference DRN-5837143
23 Jan 2026 Monzo Bank Ltd Not upheldConsumer CreditDRN-5837143 The complaint Miss K complains Monzo Bank Ltd is holding her liable for a loan which she says was taken out and used fraudulently. What happened The details of this complaint are well known to both parties. Rather than repeat them all again here, I’ve summarised the events a... (3 pages)View decision -
Decision Reference DRN-5837103
23 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5837103 The complaint Miss C complains that Bank of Scotland plc trading as Halifax (‘Halifax’) declined to reimburse her when she fell victim to an investment scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail ... (5 pages)View decision -
Decision Reference DRN-5824804
23 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5824804 The complaint Mrs J complains that HSBC UK Bank Plc trading as first direct (‘First Direct’) declined to reimburse money she says she lost as a result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every det... (5 pages)View decision -
Decision Reference DRN-5946788
23 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5946788 The complaint Mr D’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Hitachi 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 197... (13 pages)View decision -
Decision Reference DRN-5898551
23 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5898551 The complaint Mr M complains Revolut Ltd (“Revolut”) failed to treat him fairly when he approached it for assistance in claiming a refund of a payment he’d made on his debit card. What happened Mr M says he was in Dubai on 23 October 2023, when he was offered a free excursio... (5 pages)View decision -
Decision Reference DRN-6093721
23 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6093721 The complaint Mr B’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 them under Section 140A of the Consumer Credit Act 1974... (12 pages)View decision -
Decision Reference DRN-6024439
23 Jan 2026 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-6024439 The complaint Mr S is complaining that the interest is being wrongly charged on his store card with Home Retail Group Card Services Limited trading as Argos Financial Services (“Argos FS”). What happened Mr S had been making regular purchases on his Argos FS store card. He c... (3 pages)View decision -
Decision Reference DRN-5994551
23 Jan 2026 MBNA Limited UpheldBanking and PaymentsDRN-5994551 The complaint Mr J, through his representative, complains that MBNA Limited has not treated him fairly after he approached it for help in December 2023. What happened Mr J had a credit card with MBNA and by December 2023 he was not able to make the repayments. He contacted ... (3 pages)View decision -
Decision Reference DRN-6061187
23 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6061187 The complaint Mr O complains that HSBC UK Bank Plc trading as first direct (First Direct) refused to recall his creditcard debt after it had been passed to its recoveries team. What happened Mr O complained that the debt from his credit card with First Direct was transferred... (3 pages)View decision