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-5910661
12 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5910661 The complaint Miss L complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund her the amount she lost as the result of a scam. Miss L is being represented by a third party. To keep things simple, I will refer to Miss L throughout my dec... (3 pages)View decision -
Decision Reference DRN-6018984
12 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6018984 The complaint Mr and Mrs B’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’) and (2)... (11 pages)View decision -
Decision Reference DRN-6148663
12 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6148663 The complaint Mr O’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (10 pages)View decision -
Decision Reference DRN-6044967
12 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6044967 The complaint Mr J complains Clydesdale Bank Plc trading as Virgin Money (Clydesdale) irresponsibly lent to him because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable. What happened Mr J first applied for a credit card with an i... (5 pages)View decision -
Decision Reference DRN-5868765
12 Feb 2026 Salary Finance Limited UpheldConsumer CreditDRN-5868765 The complaint Salary Finance Limited (‘Salary Finance’) provided Mr B with a loan in September 2024 for the purpose of debt consolidation. The loan was for £4,300 and was repayable by way of 36 monthly payments of £153.85. Mr B says the loan was provided irresponsibly. Wha... (2 pages)View decision -
Decision Reference DRN-5952856
12 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5952856 The complaint Mr A complains that HSBC UK Bank Plc hasn’t refunded him after he lost money to what he believes was an investment scam. What happened Mr A came across a business I’ll call Company C online. It was advertising investments in housing on social media. He engaged... (3 pages)View decision -
Decision Reference DRN-6123396
12 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6123396 The complaint Mr C complains that HSBC Bank Plc (HSBC) is refusing to refund him the full amount he lost as the result of several scams. Mr C has previously been represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened T... (5 pages)View decision -
Decision Reference DRN-6150460
12 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6150460 The complaint Mr D complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and failing to dis... (3 pages)View decision -
Decision Reference DRN-5854689
12 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5854689 The complaint Mr M complains that Santander UK Plc (“Santander”) didn’t raise chargebacks for transactions he made from his bank account. What happened In November 2024, Mr M contacted Santander asking them to raise chargebacks for the following transactions: • £1,723.83 pai... (3 pages)View decision -
Decision Reference DRN-5976068
12 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5976068 The complaint Mr P’s complaint is, in essence, that Mitsubishi 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 him under Section 140A of the Consumer Credit Act 197... (4 pages)View decision