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-6153357
13 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6153357 The complaint A charity I’ll call W complains that HSBC UK Bank PLC (HSBC) caused lengthy delays in opening its new account, after it registered as a Charitable Incorporated Organisation. W is represented by one of its trustees, Miss Z. What happened W opened an account with... (4 pages)View decision -
Decision Reference DRN-5998089
13 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5998089 The complaint Mr and Mrs F’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’), (2) de... (15 pages)View decision -
Decision Reference DRN-6147879
13 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6147879 The complaint Mr W, trading as N, has complained about changes Santander UK Plc has made to his business banking account. What happened Mr W opened a business bank account with a bank that is now part of the Santander group in 2006. (For ease I will refer to Santander throug... (4 pages)View decision -
Decision Reference DRN-6143392
13 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6143392 The complaint Ms M is unhappy that Bank of Scotland plc trading as Halifax declined to raise a Direct Debit indemnity claim to recover payments made to a third-party creditor. What happened Ms M holds a current account with Halifax, from which she makes regular monthly paym... (2 pages)View decision -
Decision Reference DRN-6118315
13 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6118315 The complaint Mrs D’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna, (“Novuna”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under s.140A of the Consumer Credit Act 1974 (as amended) (“CCA”) and... (25 pages)View decision -
Decision Reference DRN-6013485
13 Feb 2026 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-6013485 The complaint Mrs R is unhappy with Cynergy Bank Plc. Mrs R tried to change her nominated account details in July 2024. It wasn’t until several months later that she discovered this hadn’t worked. This was an issue because Mrs R had set up changes so closer to the end of th... (3 pages)View decision -
Decision Reference DRN-5910811
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5910811 The complaint Mr P complains that Monzo Bank Ltd allowed gambling transactions to be processed on his account via a third-party payment service, even though he had a gambling block in place. What happened Mr P had a gambling addiction and placed a gambling block on his Monzo... (5 pages)View decision -
Decision Reference DRN-6003122
13 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6003122 The complaint Mr H complains about the service received from Bank of Scotland plc trading as Halifax (Halifax). What happened Mr H brought a complaint to this service concerning a chargeback request made to Halifax. That complaint was subject to a separate final decision by... (2 pages)View decision -
Decision Reference DRN-6114667
13 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6114667 The complaint Miss B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY hasn’t reimbursed payments she says her ex-partner made without her consent. What happened Miss B informed NatWest that in March 2025 her ex-partner (I’ll refer to as X) transferred over £12... (2 pages)View decision -
Decision Reference DRN-6153950
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6153950 The complaint Mr C complains that Monzo Bank Ltd (‘Monzo’) registered a fraud prevention marker against him, without due cause. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened here. But, in... (2 pages)View decision