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-6130062
12 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6130062 The complaint Mr A complains that Revolut Ltd won’t refund money he lost when he was a victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr A fell victim to an investment scam in Apr... (4 pages)View decision -
Decision Reference DRN-6132324
12 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6132324 The complaint Mr Y has complained that Santander UK Plc gave notice in July 2025 that it planned to migrate his business account, which is free from fees, to an account with a monthly fee in October 2025. Mr Y initially took the account out with another bank that became part... (4 pages)View decision -
Decision Reference DRN-5385305
12 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5385305 The complaint Mrs M complains about HSBC UK Bank Plc. She says that she has been the victim of a scam and would like HSBC to refund her the money she says she has lost. What happened In 2024, Mrs M decided to invest £7,000 in a ‘rent-to-rent scheme’ I will refer to as ‘R’. S... (3 pages)View decision -
Decision Reference DRN-6012925
12 Feb 2026 Oakbrook Finance Limited UpheldConsumer CreditDRN-6012925 The complaint OAKBROOK FINANCE LIMITED trading as Finio Loans (‘Oakbrook’) provided Mr W with two loans: • Loan one in June 2021 for £1,000. This was due to be repaid in 12 monthly instalments of around £91. • Loan two in May 2025 for £2,500, for the purpose of a wedding. T... (3 pages)View decision -
Decision Reference DRN-6148047
12 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6148047 The complaint Mr R and Miss H’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 ... (10 pages)View decision -
Decision Reference DRN-5992591
12 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5992591 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost to an investment scam. What happened Mr M explains that: • He was contacted by Person A on his messaging app. who said he was a professional trader and his biography stated Bot’. • Person A did... (3 pages)View decision -
Decision Reference DRN-5992515
12 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5992515 The complaint Mr M complains that NewDay Ltd won’t refund the money he lost to an investment scam. What happened Mr M explains that: • He was contacted by Person A on his messaging app. who said he was a professional trader and his biography stated ‘7-Figure Trader – Devel... (4 pages)View decision -
Decision Reference DRN-6148052
12 Feb 2026 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-6148052 The complaint Mrs D complains Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited: • Addressed her as Mr when they should only be addressing her as Mrs • Made her settle a debt under duress • Their actions, while she was caring for her family wh... (7 pages)View decision -
Decision Reference DRN-6015750
12 Feb 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6015750 The complaint OAKBROOK FINANCE LIMITED trading as Finio Loans (‘Oakbrook’) provided Mr F with a loan in July 2025. The loan was for £5,000 and was due to be repaid in 36 monthly instalments of around £269. The purpose of the loan was recorded as debt consolidation. Mr F say... (3 pages)View decision -
Decision Reference DRN-6122234
12 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6122234 The complaint Mr C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund money he lost when he was the victim of a scam. Mr C has been assisted by a family member in bringing his complaint to the Financial Ombudsman but, for ease of reading, I’ll refer... (5 pages)View decision