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-6148960
12 Feb 2026 Lendable Ltd UpheldBanking and PaymentsDRN-6148960 The complaint Mx B complains that Lendable Ltd trading as Zable (“Zable”) has failed to help her recover money she paid for a hotel booking that she says was misrepresented to her. Mx B is also unhappy about the conduct of one of Zable’s staff members. I am partially uphold... (5 pages)View decision -
Decision Reference DRN-6089410
12 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6089410 The complaint Ms O complains NewDay Ltd trading as Aqua unfairly terminated her credit card account. What happened Ms O held a credit card account with Aqua. In September 2025, Ms O contacted Aqua as her circumstances had changed, meaning she wasn’t able to maintain her con... (3 pages)View decision -
Decision Reference DRN-6148809
12 Feb 2026 ZILCH TECHNOLOGY LIMITED UpheldBanking and PaymentsDRN-6148809 The complaint Miss B complains that Zilch Technology Limited blocked her account and would not let her close it. Zilch says that was because there was an outstanding balance which Miss B needed to pay before the account could be closed. What happened Miss B had a Zilch card.... (3 pages)View decision -
Decision Reference DRN-5956214
12 Feb 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5956214 The complaint Mr and Mrs A complain Lloyds Bank Plc (“Lloyds”) won’t refund the money they lost to an investment scam. As this complaint is about payments made from Mr A’s sole account, for ease, I will only refer to him throughout. What happened The detailed background to t... (5 pages)View decision -
Decision Reference DRN-6091654
12 Feb 2026 Black Horse Limited Not upheldConsumer CreditDRN-6091654 The complaint Mr F says that a car supplied to him under a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services was misrepresented, and the actual mileage was more than he was advised at the point of supply. What happened In March 2021, ... (3 pages)View decision -
Decision Reference DRN-6111630
12 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6111630 The complaint Mr M complains that HSBC Bank UK Plc (“HSBC”) changed his email address to one previously held with it without prior notification or his consent. What happened On 17 May 2024 Mr M amended and updated his email address to one ending in “net” during a phone call ... (3 pages)View decision -
Decision Reference DRN-5915666
12 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5915666 The complaint Miss S is unhappy that Barclays Bank UK PLC trading as Barclaycard reduced her credit limit and won’t reinstate it to its previous level. What happened In February 2025, Miss S raised a complaint with Barclaycard as she was unhappy that they had reduced the cre... (3 pages)View decision -
Decision Reference DRN-6002911
12 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6002911 The complaint In March 2023 HSBC UK Bank Plc (‘HSBC’) provided Mr D with a current account with an overdraft of £650. Mr D says HSBC shouldn’t have agreed to the overdraft as it was unaffordable for him. What happened The details of this complaint are well-known to both pa... (2 pages)View decision -
Decision Reference DRN-4749407
12 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4749407 The complaint Mr R’s complaint is, in essence, that Mitsubishi HC Capital UK PLC (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’), (2) lend... (2 pages)View decision -
Decision Reference DRN-5811454
12 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5811454 The complaint Miss B has complained about how Barclays Bank UK PLC trading as Barclaycard handled her claim for refunds of transactions made using her Barclaycard credit card account. What happened My provisional decision of 28 January 2026 set out the background to this com... (7 pages)View decision