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-6091610
22 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6091610 The complaint Ms S complains that HSBC UK Bank Plc gave her a credit card limit she couldn’t afford to repay. What happened In February 2019 HSBC agreed a credit card limit of £7,000. Ms S initially completed a balance transfer of just over £6,000 shortly after the account w... (3 pages)View decision -
Decision Reference DRN-5835729
22 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5835729 The complaint Miss V complains that Revolut Ltd hasn’t reimbursed the money she’s lost to a scam. What happened Miss V has fallen victim to an employment scam. In summary, she deposited money into a scam platform. She understood that her money was going towards completing ta... (2 pages)View decision -
Decision Reference DRN-6055456
22 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6055456 The complaint Mr J is unhappy that Revolut Ltd failed to sufficiently intervene causing him to fall victim to what he argues was an authorised push payment (APP) investment scam. Mr J is represented in this complaint by a professional representative, however for ease I will... (3 pages)View decision -
Decision Reference DRN-5123145
22 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5123145 The complaint Miss W and Mr Y complain about National Westminster Bank Public Limited Company (‘NatWest’). They say that they have been scammed by a builder and would like NatWest to refund them the money they have lost as a result. What happened Miss W and Mr Y employed t... (3 pages)View decision -
Decision Reference DRN-5289431
22 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5289431 The complaint Mr G complains about Revolut Ltd. He unfortunately fell victim to a cryptocurrency investment scam and does not think that Revolut did enough to protect him – he would like it to refund him the money he has lost as a result. What happened Mr G was looking onl... (7 pages)View decision -
Decision Reference DRN-6039365
22 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6039365 The Complaint Mr I and Ms I’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-6084873
22 Jan 2026 Zopa Bank Limited UpheldConsumer CreditDRN-6084873 The complaint Mr J complains about a car supplied to him using a hire purchase agreement taken out with Zopa Bank Limited (“Zopa”). What happened Towards the end of November 2023, Mr J acquired a used car using a hire purchase agreement with Zopa. The car was over eight and... (4 pages)View decision -
Decision Reference DRN-6042678
22 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6042678 The complaint Mr R complains that Nationwide Building Society (‘Nationwide’) won’t reimburse the funds he lost when he fell victim to what he believed was a scam. What happened The background to this complaint is well known to both parties. So, I won’t repeat everything aga... (7 pages)View decision -
Decision Reference DRN-6098832
22 Jan 2026 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-6098832 The complaint Miss E and Mr C complain that First Response Finance Limited provided them with an unaffordable regulated hire purchase agreement. What happened First Response provided Miss E and Mr C with a joint hire purchase agreement in March 2022 to finance the full value... (3 pages)View decision -
Decision Reference DRN-5918020
22 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5918020 The complaint Mr F complains that Barclays Bank UK PLC trading as Barclaycard lent irresponsibly when it approved his credit card application. What happened Mr F applied for a Barclaycard credit card in March 2024. In his application, Mr F said he was employed with an annua... (3 pages)View decision