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 185689 results
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Decision Reference DRN-6269937
22 Apr 2026 Plata Finance Limited Not upheldConsumer CreditDRN-6269937 The complaint Mr W complains that Plata Finance Limited irresponsibly lent to him. What happened Mr W was approved for a Plata personal loan for £3,000 in August 2023, repayable over 36 months. Mr W says that this was irresponsibly lent to him. Mr W made a complaint to Plata... (3 pages)View decision -
Decision Reference DRN-6308165
22 Apr 2026 FORISGFS UK LIMITED Not upheldBanking and PaymentsDRN-6308165 The complaint Mr T complains about the way that FORISGFS UK Limited trading as Crypto.com (‘Crypto.com’) handled his claim for a refund. What happened Mr T has a Crypto.com account and his complaint is about transactions (the ‘transactions’) using his Crypto.com pre-paid Vis... (3 pages)View decision -
Decision Reference DRN-6270558
22 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6270558 The complaint Mr C complains on behalf of his business, C Ltd that HSBC UK Bank PLC of severe and sustained service failure and systemic maladministration resulting in the denial of digital access to its mobile-only business account for six months (March to September 2025). ... (3 pages)View decision -
Decision Reference DRN-6183424
22 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6183424 The complaint Miss M complains that National Westminster Bank plc (‘Nat West’) acted irresponsibly in the way it provided her with an overdraft facility of £500 in May 2023 and then went on to increase the overdraft limit in June 2024 to £5,000. What happened The details of... (2 pages)View decision -
Decision Reference DRN-6253858
22 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6253858 The complaint Miss G complains about how Barclays Bank UK PLC treated her after she was informed of an error. What happened Two years after Miss G closed her accounts with Barclays, they wrote to her to advise they had made an error and needed to refund her £63.98. The lett... (3 pages)View decision -
Decision Reference DRN-6299854
22 Apr 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6299854 The complaint Mr D complains that PayPal UK Ltd trading as PayPal charged his bank account for a transaction of £5,198.00 when he had selected PayPal Credit as his chosen funding source. What happened On 29 September 2025 Mr D used his PayPal account to make a purchase of £5... (3 pages)View decision -
Decision Reference DRN-6308180
22 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6308180 The complaint Mr T complains that Monzo Bank Ltd (as the recipient bank) didn’t do enough to prevent the loss he suffered when he was the victim of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overvi... (3 pages)View decision -
Decision Reference DRN-5918681
22 Apr 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-5918681 Complaint Miss S has essentially complained that Nationwide Building Society (“Nationwide”) unfairly provided her with an overdraft that was unaffordable. She also says that it continued applying charges to her overdraft even after it should have realised that she was in fi... (4 pages)View decision -
Decision Reference DRN-6291971
22 Apr 2026 Experian Limited Not upheldConsumer CreditDRN-6291971 The complaint Miss J complains Experian Limited incorrectly added another person’s information to her credit file. What happened On 10 December 2025 Miss J told us she’d complained to Experian recently as she’d noticed information on her credit file which related to someone ... (3 pages)View decision -
Decision Reference DRN-4762877
21 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4762877 The complaint Mr M’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... (19 pages)View decision