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-6147868
12 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6147868 The complaint Mr and Ms P’s complaint is, in essence, that Shawbrook Bank Limited 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) deciding agains... (9 pages)View decision -
Decision Reference DRN-6003369
12 Feb 2026 Fairscore Ltd Not upheldConsumer CreditDRN-6003369 The complaint Mr P complains that Fairscore Ltd trading as Updraft provided him with a settlement figure which was only valid for 24 hours rather than the 28 day he was expecting. What happened In June 2025 Mr P contacted Fairscore and requested an early settlement figure. H... (2 pages)View decision -
Decision Reference DRN-5922166
12 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5922166 The complaint T, a sole trader, has complained Lloyds Bank PLC didn‘t refund them after making payments to a building company in 2024. What happened Mr T operates T as a sole trader. In 2024 he was looking to have some building work carried out. He looked online and found a ... (3 pages)View decision -
Decision Reference DRN-5896852
12 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5896852 The complaint Mr J complains that Lloyds Bank PLC (Lloyds) won’t refund money he lost when he was the victim of a scam. Mr J is represented by a third-party firm, but for ease of reference I will refer to Mr J throughout the decision. What happened The background to this c... (2 pages)View decision -
Decision Reference DRN-6104081
12 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6104081 The complaint Mrs C has complained Revolut Ltd failed to sufficiently intervene causing her to fall victim to an authorised push payment (APP) scam. Mrs C is represented by a professional representative, but for ease I will just refer to Mrs C throughout. What happened The... (4 pages)View decision -
Decision Reference DRN-5805899
12 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5805899 The complaint Mr A, via a representative, complains that Revolut Ltd (“Revolut”) have failed to refund the money he lost as part of a fake job scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Inste... (3 pages)View decision -
Decision Reference DRN-6106939
12 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6106939 The complaint Mr L has complained about the way Nationwide Building Society (“Nationwide”) dealt with a claim for money back in relation to goods he paid for using his Nationwide current account. What happened On 30 October 2024, Mr L used his Nationwide current account to ... (3 pages)View decision -
Decision Reference DRN-6056183
12 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6056183 The complaint Mr S complains that Bank of Scotland plc trading as Halifax (‘Halifax’) funds he says he lost to a scam. What happened In September 2024 Mr S saw a luxury car hire business advertised on a well-known social media platform. I’ll refer to the business as “L”. Mr... (5 pages)View decision -
Decision Reference DRN-6104083
12 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6104083 The complaint Mrs C has complained Santander UK Plc failed to sufficiently intervene causing her to fall victim to an authorised push payment (APP) scam. Mrs C is represented by a professional representative, but for ease I will just refer to Mrs C throughout. What happene... (4 pages)View decision -
Decision Reference DRN-5974524
12 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5974524 The complaint Mr B’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 19... (13 pages)View decision