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-6185611
21 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6185611 The complaint Mr M has complained that HSBC UK Bank Plc won’t refund the money he lost to a scam. What happened In summary, in summer 2025, Mr M made a purchase on a scammer’s website which had been made up to look like a genuine merchant. To pay for the purchase, Mr M used ... (3 pages)View decision -
Decision Reference DRN-6296951
21 Apr 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6296951 The complaint Mr L is unhappy that HSBC UK Bank Plc won’t refund a payment he made as part of a scam. What happened Mr L says he came across an advert on social media for a cryptocurrency investment opportunity, offered by a platform I’ll call “T”, that was seemingly endorse... (6 pages)View decision -
Decision Reference DRN-6285340
21 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6285340 The complaint Mr E complains that National Westminster Bank PLC (“NW”) allowed him to use his account to enter into gambling transactions worth over £85,000 despite him applying a gambling block. What happened Mr E holds an account with NW. He’s unhappy that gambling transac... (3 pages)View decision -
Decision Reference DRN-6141844
21 Apr 2026 Lendable Ltd Not upheldConsumer CreditDRN-6141844 The complaint Mr F complains that Lendable Ltd irresponsibly lent to him in March 2018. What happened The facts of this case are familiar to both sides. With that being the case, I won’t provide a detailed background here. Instead, I’ll provide a brief summary. Lendable pr... (6 pages)View decision -
Decision Reference DRN-6144954
21 Apr 2026 RCI Financial Services Limited Not upheldConsumer CreditDRN-6144954 The complaint Ms O is unhappy that RCI Financial Services Limited trading as Nissan Finance (‘RCI’) terminated and defaulted a hire purchase agreement she had with them after she was unable to pay the final payment. What happened In April 2022, Ms O was supplied with a used... (4 pages)View decision -
Decision Reference DRN-6271057
21 Apr 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6271057 The complaint Mr R complains that Oakbrook Finance Limited trading as Finio Loans lent irresponsibly when it approved his loan application. What happened Mr R applied for a loan of £4,500 plus interest with Oakbrook in April 2023. In his application, Mr R said he was employ... (3 pages)View decision -
Decision Reference DRN-6305530
21 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6305530 The complaint Mr and Mrs D’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)... (12 pages)View decision -
Decision Reference DRN-6307714
21 Apr 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6307714 The complaint A limited company, which I’ll refer to as T, complains Barclays Bank UK PLC (Barclays) handled an information request poorly, which resulted in the freezing of its business account. What happened Mr S, who is a director of T, brings the complaint on T’s behalf.... (3 pages)View decision -
Decision Reference DRN-6276047
21 Apr 2026 Tesco Mobile Limited Not upheldConsumer CreditDRN-6276047 The complaint Mrs P has complained that Tesco Mobile Limited (Tesco) is holding her liable for a credit agreement that was taken to buy a new phone. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them he... (4 pages)View decision -
Decision Reference DRN-6032043
21 Apr 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6032043 The complaint Miss P complains that HSBC UK Bank Plc, without her consent, recalled her funds that it had sent to another ISA provider in error, before the maturity date. This caused another financial loss for her and created more stress. What happened Miss P wanted to move ... (2 pages)View decision