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 185209 results
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Decision Reference DRN-6275629
14 Apr 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6275629 The complaint Mr M complains that Nationwide Building Society (‘Nationwide’) won’t refund the money he lost after falling victim to a scam. What happened In 2023, Mr M found an investment online with a company I’ll refer to as S. S offered a rent- to-rent investment scheme ... (4 pages)View decision -
Decision Reference DRN-6196854
14 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6196854 The complaint Mr I complains HSBC UK Bank Plc unfairly added his details to a fraud database. What happened Mr I received a payment into his account and it was then reported as fraudulent. HSBC contacted Mr I about the payment and he said it was money lent to him, by a fri... (3 pages)View decision -
Decision Reference DRN-6279858
14 Apr 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6279858 The complaint M, a limited company, complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money they lost after falling victim to a scam. Mr B, a director of M, brings the complaint on M’s behalf. What happened In April 2024, Mr B was introduced to an investment by so... (4 pages)View decision -
Decision Reference DRN-6254866
13 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6254866 The complaint Ms K complains that Monzo Bank Ltd won’t refund the money she lost when she fell victim to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here.... (4 pages)View decision -
Decision Reference DRN-6217752
13 Apr 2026 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-6217752 The complaint Miss L complains that the car she acquired through SECURE TRUST BANK PUBLIC LIMITED COMPANY, trading as V12 Vehicle Finance (“STB”) wasn’t of satisfactory quality. She wants to reject the car. What happened Miss L entered into a hire purchase agreement in Novem... (4 pages)View decision -
Decision Reference DRN-5803167
13 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5803167 The complaint Mr J’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Hitachi Capital (the ‘Lender’), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under section 140A of the Consumer Credit Act 1974 (as am... (6 pages)View decision -
Decision Reference DRN-6219664
13 Apr 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6219664 The complaint Mr P complains that American Express Services Europe Limited (AESEL) applied an interest charge of £335.67 to his account. He’s also unhappy about the way in which his complaint was handled. What happened Mr P holds a British Airways American Express credit car... (2 pages)View decision -
Decision Reference DRN-6261811
13 Apr 2026 Lendable Ltd UpheldConsumer CreditDRN-6261811 The complaint Miss C complains that a used car she acquired via a hire purchase agreement with Lendable Ltd wasn’t of satisfactory quality. She wishes to reject the vehicle and end the agreement. What happened At the end of January 2025, Miss C entered into a four-year hire ... (5 pages)View decision -
Decision Reference DRN-6243331
13 Apr 2026 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-6243331 The complaint Miss P complains about the information reported on her credit file by Stellantis Financial Services UK Limited 1 . What happened Both parties are familiar with the background of this complaint so I will only summarise what happened briefly here. In March 2020... (3 pages)View decision -
Decision Reference DRN-6196257
13 Apr 2026 Modulr FS Limited Not upheldBanking and PaymentsDRN-6196257 The complaint Miss H complains that Modulr FS Limited hasn’t reimbursed two payments she says were unauthorised. Miss H has an electronic money account with Pockit, which is provided by Modulr FS Limited. As the transactions being complained about were faster payments from ... (3 pages)View decision