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-6024352
10 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6024352 The complaint Ms S complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money she believes she lost to an authorised push payment (‘APP’) scam. She’s also unhappy with the way Revolut handled her scam claim. What happened The circumstances of the complaint are well-kno... (3 pages)View decision -
Decision Reference DRN-6228562
10 Apr 2026 Santander UK Plc UpheldMortgagesDRN-6228562 The complaint Mr and Mrs S’s complaint is about an application they made to Santander UK Plc to port (transfer) their mortgage interest rate product onto a new mortgage on a new property purchase. Mr S, who has dealt with the complaint throughout, says Santander gave them c... (6 pages)View decision -
Decision Reference DRN-6013964
10 Apr 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6013964 The complaint Mrs W complains that TSB Bank plc (‘TSB’) won’t refund her money, which she believes she has lost to an authorised push payment (‘APP’) scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it in detail here. But ... (5 pages)View decision -
Decision Reference DRN-6282025
10 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6282025 The complaint Mr C complains that Lloyds Bank PLC won’t provide him with a refund when he lost money to a job scam. Mr C is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well known to b... (8 pages)View decision -
Decision Reference DRN-6167940
9 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6167940 The complaint Mr S complains about the service he received from Monzo Bank Limited when he asked to amend the scheduled repayment date for his Monzo Flex account. What happened Mr S holds a Monzo Flex account. On 10 August 2024 Mr S contacted Monzo and said he was unable to ... (4 pages)View decision -
Decision Reference DRN-4689511
9 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4689511 The complaint Mrs W’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 her under section 140A of the Consumer Credit Act 19... (16 pages)View decision -
Decision Reference DRN-6048242
9 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6048242 The complaint Mr B complains that Nationwide Building Society (Nationwide) acted irresponsibly when they agreed to lend to him. What happened In October 2025, Mr B successfully applied for a credit card with Nationwide with a credit limit of £1,350. Mr B says he thinks this... (3 pages)View decision -
Decision Reference DRN-6078227
9 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6078227 The complaint Miss R complains that HSBC UK Bank Plc (HSBC) didn’t do enough to protect her when she fell victim to a scam. Miss R is represented in this matter, but for ease of reading I will refer to Miss R throughout this decision. What happened The background to this com... (3 pages)View decision -
Decision Reference DRN-6153970
9 Apr 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6153970 The complaint Mr A complains that Revolut Ltd hasn’t paid him a £50 reward following a referral promotion. What happened In 2024, Mr A had an option through his Revolut app to earn a referral reward by inviting someone to sign up for a Revolut personal account. He referred h... (3 pages)View decision -
Decision Reference DRN-6048709
9 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6048709 The complaint Mr N complains that, since October 2008, Nationwide Building Society incorrectly allowed a person I’ll call Mrs M2 to operate his account without his knowledge, approval or consent. The complaint has been brought by Mrs M1, who has held power of attorney (POA)... (3 pages)View decision