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-5775915
12 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5775915 The complaint Mr B is unhappy that Santander UK Plc (‘Santander’) has decided not to refund the money he lost, to what he believed was an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties. So, I won’t repeat e... (4 pages)View decision -
Decision Reference DRN-6148654
12 Feb 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6148654 The complaint Mr O has complained that Bank of Scotland plc trading as Halifax “Halifax” declined his claim for money back in relation to a set of insulation products he bought using credit it provided. What happened The facts in this case aren’t disputed so I’ll only brief... (6 pages)View decision -
Decision Reference DRN-6106108
12 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6106108 The complaint Mr K complains American Express Services Europe Limited (“Amex”) acted unfairly by not refunding a payment he made using his credit card. What happened In August 2025, Mr K noticed he’d been charged £63.16 by a company I’ll refer to as H, for a subscription box... (4 pages)View decision -
Decision Reference DRN-5937256
12 Feb 2026 Lex Autolease Ltd UpheldConsumer CreditDRN-5937256 The complaint Mr C complains that Lex Autolease Ltd (“Lex”) treated him unfairly when it administered his contract hire agreement for the supply of a car. What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything again in ... (3 pages)View decision -
Decision Reference DRN-6116544
12 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6116544 The complaint Mr T complains that Barclays Bank UK PLC charged him for an international transfer when his app said that no charge was payable. What happened In late September 2025, Mr T carried out an international transfer on his banking app. The app confirmed to him that n... (2 pages)View decision -
Decision Reference DRN-5790484
12 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5790484 The complaint Mr F’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 them under Section 140A of the Consumer Credit Act 1974... (12 pages)View decision -
Decision Reference DRN-6141687
12 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6141687 The complaint Mr P complains that Revolut Ltd won’t refund the full amount of money he says he 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. But in summary and based on the submissions of bo... (3 pages)View decision -
Decision Reference DRN-5976079
12 Feb 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5976079 The complaint Mr R complains that a car supplied to him under a personal contract purchase agreement with CA AUTO FINANCE UK LTD was of unsatisfactory quality. As a note, Mr R has been represented during his complaint. For ease I’ll refer to any information supplied as part... (3 pages)View decision -
Decision Reference DRN-5890815
12 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5890815 The complaint Mr C complains that Bank of Scotland plc unfairly closed his account. What happened Mr C raised a complaint with Bank of Scotland following receipt of communication that his account would be closing, without notice or an explanation. Mr C has certain vulnerabil... (2 pages)View decision -
Decision Reference DRN-5863848
12 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5863848 The complaint Mr A complains about how Monzo Bank Ltd handled his disputed transaction claims. He thinks Monzo should return funds he’s been unable to claim back from a merchant and wants an increased level of compensation from Monzo for the distress and inconvenience he say... (3 pages)View decision