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-5765703
14 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5765703 The complaint Mr R complains that HSBC UK Bank Plc unreasonably blocked and closed his account, without telling him. What happened Mr R held a basic bank account with HSBC. But in March 2025 they decided to close his account with immediate effect. They sent a letter explain... (2 pages)View decision -
Decision Reference DRN-5255308
14 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5255308 The complaint Mr L is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money lost as a result of fraud. What happened Sadly, Mr L fell victim to a cruel investment scam. After responding to an advert on social media about maki... (7 pages)View decision -
Decision Reference DRN-5804975
14 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5804975 The complaint Mr B complains that Santander UK Plc (Santander) won’t refund money he lost when he fell victim to an investment scam. Mr B is being represented in bringing this complaint. What happened Mr B said that he found an investment opportunity via social media in 20... (5 pages)View decision -
Decision Reference DRN-6054091
14 Jan 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6054091 The complaint Mr A complains Bank of Scotland plc (“BoS”) acted unfairly by not refunding a payment he made using his debit card. The payment Mr A made was from a joint account he held with Mr A2. However, this complaint has been brought by Mr A, so for simplicity I’ll only ... (5 pages)View decision -
Decision Reference DRN-6069210
14 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6069210 The complaint Miss A complains that Santander UK Plc (Santander) won’t reimburse her for payments she made to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here.... (5 pages)View decision -
Decision Reference DRN-5893387
14 Jan 2026 Close Brothers Limited UpheldConsumer CreditDRN-5893387 The complaint Mrs G complains that the settlement offered by Close Brothers Limited trading as Close Brothers, following her rejection of a vehicle for being of unsatisfactory quality, was unfair. Mrs G has been assisted in bringing her complaint to this service, but for eas... (4 pages)View decision -
Decision Reference DRN-5933815
14 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5933815 The complaint Mrs F’s complaint is, in essence, that Mitsubushi HC Capital UK Plc, trading as Novuna Personal Finance (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 19... (9 pages)View decision -
Decision Reference DRN-6049958
14 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6049958 The complaint Mr J complains that Santander UK PLC (Santander) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr J tell... (2 pages)View decision -
Decision Reference DRN-5388357
14 Jan 2026 HiFX Europe Limited UpheldBanking and PaymentsDRN-5388357 The complaint Mrs A complains that HiFX Europe Limited trading as Xe (“Xe, hereinafter”) won’t refund the money she lost after she fell victim to an investment scam. What happened The facts are well known to both parties, so I have outlined the key details. In summary, Mrs ... (8 pages)View decision -
Decision Reference DRN-5907112
14 Jan 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5907112 The complaint Mrs W is unhappy that Vanquis Bank Limited warned her about using her personal credit card for business use when she hadn’t done so. What happened Mrs W received a letter from Vanquis warning her against using her Vanquis credit card for business use, which is ... (3 pages)View decision