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-5891539
17 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5891539 The complaint Mr B complains that Santander UK Plc hasn’t reimbursed a payment made in relation to a scam. What happened In January 2025, Mr B attempted to purchase flights from someone he now believes was a scammer. He shared his credit card information for the purpose of p... (3 pages)View decision -
Decision Reference DRN-6062544
17 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6062544 The complaint Mr B, a sole trader, complains about National Westminster Bank Public Limited Company’s poor communications to him. He says this resulted in them unfairly putting his loans into default and closing his business account. What happened Mr B took out a bounce back... (3 pages)View decision -
Decision Reference DRN-5893529
17 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5893529 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the... (14 pages)View decision -
Decision Reference DRN-6089370
17 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6089370 The complaint M U complains that HSBC UK Bank Plc closed his account without providing a proper explanation and withheld money in his account. What happened Mr U had an account with HSBC which he opened in April 2025. Mr U has explained that he used his account for everyday... (4 pages)View decision -
Decision Reference DRN-6158222
17 Feb 2026 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-6158222 The complaint Mr S has complained that he cannot reconcile the amount of interest charged with the stated interest rate on the conditional sale agreement with Santander Consumer (UK) Plc, trading as Kia Financial Services, (“Santander”) for his car. What happened Mr S acqui... (2 pages)View decision -
Decision Reference DRN-6160156
17 Feb 2026 TSB Bank plc UpheldConsumer CreditDRN-6160156 The complaint Mrs B complains that TSB Bank plc recorded incorrect information on her credit file and continued to write to her about her closed loan account. What happened Mrs B had a loan account with TSB. In 2019, she entered into sequestration. Since then, TSB continued ... (2 pages)View decision -
Decision Reference DRN-6160017
17 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6160017 The complaint Mr D complains that Revolut Ltd (Revolut) won’t refund money he lost when he fell victim to an investment scam. Mr D is being represented in this complaint. What happened Mr D says he found an advertisement for a supposed ‘investment’ company, who I’ll call T... (6 pages)View decision -
Decision Reference DRN-5568416
17 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5568416 The complaint A company which I’ll call ‘T’ complains that Revolut Ltd mis-sold it an account which wasn’t suitable for its needs and wouldn’t refund the fees associated with the account. The complaint is brought on T’s behalf by its director, Mx K. What happened Mx K told... (4 pages)View decision -
Decision Reference DRN-6136789
17 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6136789 The complaint Miss H complains that Monzo Bank Ltd (“Monzo”) won’t reimburse losses she incurred as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as fo... (3 pages)View decision -
Decision Reference DRN-5821922
17 Feb 2026 New Wave Capital Limited UpheldBanking and PaymentsDRN-5821922 The complaint Mr S complains that New Wave Capital Limited (trading as Capital on Tap) misadvised him about the impact to his credit report of entering an arrangement to repay the debts of a limited company. What happened Mr S personally guaranteed the debts of his limited ... (3 pages)View decision