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-6098021
22 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6098021 The complaint Mr H complains that Santander UK Plc (‘Santander’) did not reimburse the funds he says he lost to what he believes was a scam. What happened Mr H says he was introduced to an investment opportunity by an unregulated advisor I’ll refer to as “K”. The investment... (6 pages)View decision -
Decision Reference DRN-5841668
22 Jan 2026 Plata Finance Limited Not upheldConsumer CreditDRN-5841668 The complaint Mrs S complains that Plata Finance Limited was irresponsible in its lending to her. What happened Mrs S was provided with a £20,000 loan by Plata in June 2024. The loan term was 60 months, and Mrs S was required to make monthly repayments of £555.57. Mrs S expl... (3 pages)View decision -
Decision Reference DRN-4928272
22 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4928272 The complaint Mr F’s complaint is, in essence, that Mitsubishi HC Capital UK PLC (trading at the time 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 Cr... (12 pages)View decision -
Decision Reference DRN-6097461
22 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6097461 The complaint Mr and Mrs M say Shawbrook Bank Limited – (the Lender) unfairly declined their claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). And they say their creditor- debtor relationship with the Lender was unfair to them under section 140A of the CCA. Wh... (11 pages)View decision -
Decision Reference DRN-5992892
22 Jan 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5992892 The complaint Mr and Mrs M complain that Lloyds Bank PLC won’t refund the money they lost when they fell victim to a scam. What happened Mr M was the victim of a scam after receiving a call from someone who claimed to work for Lloyds’ fraud department. He was told that the b... (4 pages)View decision -
Decision Reference DRN-6079621
22 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6079621 The complaint Mrs P complains that HSBC UK Bank Plc won’t reimburse payments she made to what she now believes to be a scam. What happened Mrs P received call from a company offering an investment in bonds relating to whisky, I’ll call this company ‘W’. W offered a 6% bond ... (3 pages)View decision -
Decision Reference DRN-6068982
22 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6068982 The complaint E, a limited company, complains that HSBC UK Bank Plc won’t refund money E lost to a scam. E is represented in this complaint by its director, Miss F, and her partner, Mr H. What happened Miss F and Mr H came across an investment opportunity in 2020, with a c... (2 pages)View decision -
Decision Reference DRN-5733735
22 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5733735 The complaint Mr M complaints Monzo Bank Ltd unfairly closed his account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to bo... (3 pages)View decision -
Decision Reference DRN-5834241
22 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5834241 The complaint Mr S brings this complaint on behalf of Z, a limited company. Z complains Revolut Ltd hasn’t reimbursed it for its loss after it was the victim of a scam. What happened On 20 February 2024, scammers contacted Mr S and the following events took place: Time Ac... (12 pages)View decision -
Decision Reference DRN-5865841
22 Jan 2026 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5865841 The complaint Mrs B complains that Capquest Debt Recovery Limited trading as Erudio terminated her student loan account unfairly. What happened Mrs B took out a student loan many years ago – the loans were originally taken out with a lender I’ll refer to as “S”. In 2014, t... (4 pages)View decision