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-6052849
20 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6052849 The complaint Mrs C complains that HSBC UK Bank Plc (“HSBC”) won’t refund in full payments that were made as part of a scam. Mrs C initially referred her complaint to the Financial Ombudsman Service through a professional representative. But she is no longer being represent... (4 pages)View decision -
Decision Reference DRN-5830936
20 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5830936 The complaint Mr A and Ms S’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-5808050
20 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5808050 The complaint Mr A has complained that Monzo Bank Ltd (“Monzo”) will not refund the money he lost as the result of a scam. What happened Both parties are familiar with the details of the scam, so I will provide only a summary here. Mr A was introduced by a friend to a crypto... (3 pages)View decision -
Decision Reference DRN-5686561
20 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5686561 The complaint Mr and Mrs H complain that Santander UK Plc closed their bank account. What happened Mr and Mrs H had an account with Santander. But in March 2025, Santander decided to close the account. It says it did this because Mr and Mrs H were permanently resident overse... (3 pages)View decision -
Decision Reference DRN-5749579
20 Jan 2026 Trading 212 UK Limited Not upheldBanking and PaymentsDRN-5749579 The complaint Ms L complains Trading 212 UK Limited didn’t help her enough when she had problems making an instant transfer causing her to lose out on interest, distress and inconvenience. What happened Ms L has a trading account with Trading 212. She has a bank account else... (2 pages)View decision -
Decision Reference DRN-6068717
20 Jan 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6068717 The complaint Mr N complains that a van that was supplied to him under a hire purchase agreement with CA Auto Finance UK Limited wasn’t of satisfactory quality. What happened A used van was supplied to Mr N under a hire purchase agreement with CA Auto Finance that he electro... (4 pages)View decision -
Decision Reference DRN-5868868
20 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5868868 The complaint Mr F, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money he lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I... (3 pages)View decision -
Decision Reference DRN-6055891
20 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6055891 The complaint Mr K complains that Starling Bank Limited (“Starling”) allowed Direct Debit’s (“DD”) to be collected from his account without his authorisation. Mr K wants Starling to refund the DD’s under the Direct Debit Guarantee (“DDG”) Scheme. What happened Mr K was payin... (5 pages)View decision -
Decision Reference DRN-5706721
20 Jan 2026 Tide Platform Limited Not upheldBanking and PaymentsDRN-5706721 The complaint O Ltd, represented by its director Mr D, complained because Tide Platform Limited refused to refund it for a payment Mr D made as a result of a scam. Mr D also complained about Tide’s service. What happened O Ltd had a Tide business account. These accounts are... (7 pages)View decision -
Decision Reference DRN-5824954
20 Jan 2026 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5824954 The complaint Mr W says FIRST RESPONSE FINANCE LIMITED (First Response) was irresponsible in lending to him. Mr W is represented in this complaint but for ease of reference I have referred to Mr W throughout the decision. What happened In June 2021 Mr W acquired a vehicle fi... (4 pages)View decision