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-5856232
13 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5856232 The complaint Mr G complains that HSBC UK Bank Plc (‘HSBC’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) investment scam. Mr G referred his complaint to this service with the help of a professional representative. However, for ease of ... (5 pages)View decision -
Decision Reference DRN-6030818
13 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6030818 The complaint Miss R complains that NewDay Ltd lent irresponsibly when it approved two credit card applications she made and increased the limit on both. What happened Miss R applied for an Aqua credit card in January 2022. In her application, Miss R said she was employed w... (5 pages)View decision -
Decision Reference DRN-5964602
13 Feb 2026 Close Brothers Limited Not upheldConsumer CreditDRN-5964602 The complaint Miss L complains that the car she acquired through Close Brothers Limited trading as Close Brothers Motor Finance (“Close Brothers”) was misrepresented to her. What happened Miss L entered into a conditional sale agreement with Close Brothers in April 2024 for ... (3 pages)View decision -
Decision Reference DRN-6153649
13 Feb 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6153649 The complaint Mr A has complained about the quality of a car provided on finance by Moneybarn No.1 Limited. What happened Both parties are familiar with the events, so I’ll briefly summarise them here. Moneybarn supplied Mr A with a used car on a conditional sale agreement ... (4 pages)View decision -
Decision Reference DRN-5853397
13 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5853397 The complaint Mrs K complaint is, in essence, that Mitsubishi HC Capital UK Plc (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) de... (10 pages)View decision -
Decision Reference DRN-6131664
13 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6131664 The complaint and background Ms D, via her representative, complains that Santander UK Plc (“Santander”) didn’t do enough to protect her when she fell victim to an investment scam resulting in the loss of over £25,000. Our investigator didn’t uphold the complaint. Although h... (2 pages)View decision -
Decision Reference DRN-6128431
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6128431 The complaint Mr H complains that Monzo Bank Ltd failed to tell him that if he received a double refund on ten transactions that he had disputed with a merchant then this could lead to Monzo re- debiting the payments from his account. As a result, of Monzo re-debiting his ac... (2 pages)View decision -
Decision Reference DRN-5992204
13 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5992204 The complaint Mr M has complained that Barclays Bank PLC won’t refund money he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. What... (3 pages)View decision -
Decision Reference DRN-5925274
13 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5925274 The complaint Mr M has complained Lloyds Bank PLC declined a claim for money back. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them here. It reflects my role of resolving disputes quickly with minimum... (3 pages)View decision -
Decision Reference DRN-5944744
13 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5944744 The complaint Mr C complains that Lloyds Bank PLC won’t refund money he lost when he says he was the victim of a cryptocurrency investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here, but in sum... (2 pages)View decision