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
-
Decision Reference DRN-5902215
12 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5902215 The complaint Mrs T has complained about Monzo Bank Ltd not refunding several payments she says she made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Mrs T fell victim to a... (3 pages)View decision -
Decision Reference DRN-5976702
12 Feb 2026 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5976702 The complaint Mr C is unhappy that HSBC UK Bank Plc closed his account and only provided him three months’ notice of their intention to do so. What happened Mr C held an account with HSBC. The terms and conditions of the account included that HSBC could close the account at ... (2 pages)View decision -
Decision Reference DRN-5807872
12 Feb 2026 THE CO-OPERATIVE BANK P.L.C. Not upheldMortgagesDRN-5807872 The complaint Ms D is unhappy that The Co-operative Bank plc wouldn’t send her an illustration for a new fixed rate product when she wrote to it in February 2025. She’s said she didn’t require any further borrowing, had no arrears and it would have been on a non-advised basi... (4 pages)View decision -
Decision Reference DRN-6149112
12 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6149112 The complaint Mr H complains HSBC UK Bank Plc (“HSBC”) won’t refund the money he lost to an investment scam. What happened I issued a provisional decision in January 2026 to explain why I thought Mr H’s’ complaint should be partially upheld. And I said I’d consider anything ... (7 pages)View decision -
Decision Reference DRN-5857528
12 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5857528 The complaint Mr S complains that HSBC UK Bank Plc (“HSBC”), have failed to refund money that he lost as part of an investment scam. What happened Mr S came across a company that purported to be an investment firm but was actually a scammer that I will call C. Mr S made t... (3 pages)View decision -
Decision Reference DRN-5829672
12 Feb 2026 Vodafone Limited UpheldConsumer CreditDRN-5829672 The complaint Mr D complains that Vodafone Limited acted irresponsibly when it lent him five fixed-sum personal loans, as they were unaffordable for him. What happened In 2021 and 2022, Mr D took out five fixed-sum loan agreements with Vodafone, each to purchase a smartphone... (2 pages)View decision -
Decision Reference DRN-6121257
12 Feb 2026 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-6121257 The complaint Mr J complains that Sainsbury’s Bank Plc (Sainsbury’s”) provided credit to him irresponsibly and that this credit was unaffordable. He is being represented by a professional third party. What happened In April 2019 Mr J applied for and received a credit card fr... (3 pages)View decision -
Decision Reference DRN-6086973
12 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6086973 The complaint Mrs P has complained about Barclays Bank UK PLC not refunding several payments she says she made and lost to a scam. Mrs P has referred the complaint with a professional representative, however for ease I will refer to Mrs P throughout. What happened The back... (3 pages)View decision -
Decision Reference DRN-6027637
12 Feb 2026 Clydesdale Bank Plc Not upheldMortgagesDRN-6027637 The complaint Mrs T and Mr T complain that Clydesdale Bank Plc trading as Virgin Money increased the interest rate on their buy to let mortgage without giving them prior notice. Mr T asks for the interest to be removed from the balance. What happened Mr T and Mrs T took out ... (3 pages)View decision -
Decision Reference DRN-6142427
12 Feb 2026 Western Circle Ltd Not upheldConsumer CreditDRN-6142427 The complaint Mr J complains that Western Circle Ltd trading as Cashfloat irresponsibly lent to him when he couldn’t afford it. Mr J also said Cashfloat has recorded negative information on his credit file, and it caused him distress and inconvenience in the way it contacted... (2 pages)View decision