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-6220459
9 Apr 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-6220459 The complaint Mrs K is unhappy J.P. Morgan Europe Limited (trading as Chase) won’t reimburse her in full for the money she lost when she fell victim to a scam. What happened In August 2024 Mrs K saw a post online about an investment opportunity which appeared to be endorsed... (4 pages)View decision -
Decision Reference DRN-6210261
9 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6210261 The complaint Mrs K is unhappy Santander UK Plc won’t reimburse her in full for the money she lost when she fell victim to a scam. What happened In August 2024 Mrs K saw a post online about an investment opportunity which appeared to be endorsed by a celebrity, I’ll call th... (4 pages)View decision -
Decision Reference DRN-6225111
9 Apr 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6225111 The complaint A business, which I will refer to as ‘S’, complained that it suffered significant loss of interest when Clydesdale Bank Plc trading as Virgin Money restricted its account for fraud checks and blocked an outgoing transaction. The restriction delayed a payment S ... (2 pages)View decision -
Decision Reference DRN-5922263
9 Apr 2026 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-5922263 The complaint A company, which I’ll refer to as M, complains that Amazon Payments UK Limited (“APUK”) closed its seller account and wrongly restricted access to its funds. What happened M was a seller on Amazon. The company complains that funds in its seller account have be... (2 pages)View decision -
Decision Reference DRN-6266747
9 Apr 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6266747 The complaint Miss E complains that Oakbrook Finance Limited trading as Finio Loans (“Oakbrook”) lent to her in an irresponsible manner. What happened Miss E was given three loans by Oakbrook as shown in the table below. Loan Number Borrowing Date Repayment Date Loan Amount ... (3 pages)View decision -
Decision Reference DRN-5785398
9 Apr 2026 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5785398 The complaint Mr B complains that Frasers Group Financial Services Limited (“Frasers”) irresponsibly provided him with two credit accounts because they were unaffordable for him. What happened Mr B had two accounts with Frasers – the first was granted by Studio in November 2... (3 pages)View decision -
Decision Reference DRN-6279015
9 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6279015 The complaint Mrs S’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Consumer 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... (12 pages)View decision -
Decision Reference DRN-6056390
9 Apr 2026 Hampshire Trust Bank Plc Not upheldBanking and PaymentsDRN-6056390 The complaint Mrs D complains that Hampshire Trust Bank Plc [‘Hampshire’] delayed the opening of her fixed interest bond account after it had been open in an incorrect name. What happened On 31 May 2025, Mrs D applied (on-line) to open a fixed interest bond with Hampshire. A... (3 pages)View decision -
Decision Reference DRN-5996562
9 Apr 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5996562 The complaint A company I’ll refer to as U complains that PayPal UK Ltd have placed a reserve on their account, restricting access to their funds. They’d like the funds to be released and for compensation. What happened U hold an account with PayPal, in which they reserve t... (2 pages)View decision -
Decision Reference DRN-6200682
9 Apr 2026 Bank of Scotland Plc Not upheldConsumer CreditDRN-6200682 The complaint Mr C complains about the service he received from Bank of Scotland plc, trading as Halifax, when he withdrew from a car deal. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some o... (3 pages)View decision