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-6260114
9 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6260114 The complaint Mrs N complains that Nationwide Building Society (‘Nationwide’) hasn’t refunded the money she believes she lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend to s... (5 pages)View decision -
Decision Reference DRN-4641641
9 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4641641 The complaint Mrs L’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 1974... (16 pages)View decision -
Decision Reference DRN-6045141
9 Apr 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6045141 The complaint Miss K complains that Capital One (Europe) plc unfairly defaulted her credit card account. What happened Miss K held a credit card with Capital One. Across 2025, several repayments were missed; multiple repayment plans were agreed to address the arrears, but a... (2 pages)View decision -
Decision Reference DRN-5822486
9 Apr 2026 Zempler Bank Limited UpheldBanking and PaymentsDRN-5822486 The complaint Mr M is a sole trader, trading as D. D complains that Zempler Bank Limited has declined to reimburse payments made in relation to a scam. What happened In May 2025, the additional cardholder on D’s account received a call from a scammer who told them the accoun... (3 pages)View decision -
Decision Reference DRN-6200270
9 Apr 2026 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-6200270 Complaint Mr S complains that Moneybarn No.1 Limited (“Moneybarn”) failed to act fairly and reasonably towards him when entering into a conditional sale agreement with him. He’s said that that Moneybarn failed to disclose the commission that it paid to the credit broker tha... (3 pages)View decision -
Decision Reference DRN-6148438
9 Apr 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6148438 The complaint Mrs D is unhappy with a disputed transaction totalling £129.60 on her PayPal UK Ltd account. What happened The facts of this case are well known to both Mrs D and PayPal so I will only briefly summarise them here. A payment totalling £129.60 debited Mrs D’s ... (3 pages)View decision -
Decision Reference DRN-6126673
9 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6126673 The complaint Mr C complains that Bank of Scotland plc didn’t close an inactive account, which he says has affected his credit score. What happened Mr C had a current account with BoS that was still appearing on his credit report, even though he hadn’t used the account sinc... (3 pages)View decision -
Decision Reference DRN-6278378
9 Apr 2026 Santander UK Plc Not upheldMortgagesDRN-6278378 The complaint Ms K complains about how Santander UK Plc has managed her mortgage, including that it has failed to correct an error in her name, that it has charged arrears fees even though it said it wouldn’t, and that it hasn’t treated her fairly following the end of the te... (6 pages)View decision -
Decision Reference DRN-6041726
9 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6041726 The complaint Mr M complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY discriminated against him by refusing to accept his photographic identification when he attempted to withdraw £4,000 from his account. What happened Mr M has an account with NatWest. He’s told us h... (2 pages)View decision -
Decision Reference DRN-6135734
9 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6135734 The complaint Mr M, has complained, via a representative, that Revolut Ltd (“Revolut”) failed to refund the money he lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Inste... (3 pages)View decision