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 179851 results
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Decision Reference DRN-5818362
19 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5818362 The complaint Mr M is unhappy that American Express Services Europe Limited, trading as American Express (“AmEx”) withdrew a disputed credit from his account. What happened On 21 October 2024, Mr M paid £770.64 to a well-known Payment Services Provider, which I’ll refer to a... (2 pages)View decision -
Decision Reference DRN-6053579
19 Jan 2026 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-6053579 The complaint Mr M complains Lantern Debt Recovery Services Limited trading as Lantern are asking him to repay a debt he doesn’t think they should be and thinks overall they’ve treated him unfairly. What happened Mr M took out a loan with a company I’ll refer to as A. A went... (5 pages)View decision -
Decision Reference DRN-5993756
19 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5993756 The complaint Mr N complained because Starling Bank Limited refused to refund him for a cash machine withdrawal where he said the machine didn’t give him the money. He also complained about Starling’s customer service. What happened On 4 July 2025, Mr N contacted Starling. ... (5 pages)View decision -
Decision Reference DRN-5861269
19 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5861269 The complaint and background Miss F is unhappy that HSBC UK Bank Plc won’t refund her money lost after she fell victim to an impersonation scam. Miss F has fallen victim to multiple scams which have been the subject of separate complaints brought to this service. The compla... (2 pages)View decision -
Decision Reference DRN-5782143
19 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5782143 The complaint Mrs and Mr S complain that HSBC UK Bank Plc (“HSBC”) have declined to reimburse their losses after falling victim to a scam. What happened Mrs and Mr S came across an investment opportunity in a construction company. The company were raising funds from investor... (7 pages)View decision -
Decision Reference DRN-6088822
19 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6088822 The complaint Mr D complains that Santander UK Plc won’t refund the money he lost to an investment 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. Mr D was l... (5 pages)View decision -
Decision Reference DRN-6028563
19 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6028563 The complaint Mr W complains Lloyds Bank PLC won’t refund money he lost to what he believes was an investment scam. In bringing this complaint Mr W is supported by a professional representative, which I’ll refer to as “M”. What happened On 24 January 2022, Mr W made a £1,000... (4 pages)View decision -
Decision Reference DRN-6070044
19 Jan 2026 First Holiday Finance Limited Not upheldConsumer CreditDRN-6070044 The complaint Mr and Mrs K’s complaint is, in essence, that First Holiday Finance Limited (‘FHF’) 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)... (12 pages)View decision -
Decision Reference DRN-5822714
19 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5822714 The complaint Mr M has complained that Nationwide Building Society gave him incorrect information about his repayment plan. What happened Mr M had set up a repayment plan with Nationwide, to pay off the balance on a switched-out account. But when he later called about it, he... (2 pages)View decision -
Decision Reference DRN-6088595
19 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6088595 The complaint A company, which I will refer to as R, complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY wrongly suspended access to its bank account for a period of two days. What happened R’s directors told us: • They received two letters from NatWest on 17 a... (3 pages)View decision