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 179851 results
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Decision Reference DRN-5747421
16 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5747421 The complaint Mr V complains that HSBC UK Bank Plc believes he 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 all in detail here. But in summary, I understand it to be as... (4 pages)View decision -
Decision Reference DRN-6157535
16 Feb 2026 1st Class Credit Union Limited UpheldConsumer CreditDRN-6157535 The complaint Mrs O complains about 1st Class Credit Union Limited’s (1st Class) decision to reverse part of a consolidation loan it had previously offered her. Mrs O’s also unhappy 1st Class declined a subsequent loan application she made and that they gave her conflicting ... (5 pages)View decision -
Decision Reference DRN-5777811
16 Feb 2026 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-5777811 The complaint Mrs B and Mr N complain that Amazon Payments UK Limited have unreasonably restricted access to funds they believe they are owed. They’d like these funds released to them. What happened Mrs B and Mr N sell goods through Amazon. As part of holding a seller’s acco... (2 pages)View decision -
Decision Reference DRN-6157414
16 Feb 2026 Motability Operations Limited Not upheldConsumer CreditDRN-6157414 The complaint Mr S complains about a car that was provided to him with a hire agreement he took out with Motability Operations Limited (“MOL”). As the complainant is Mr S, for ease, I will refer to him only throughout this decision, when referring to what he and his represe... (5 pages)View decision -
Decision Reference DRN-6080380
16 Feb 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6080380 The complaint This complaint is brought by Mr F’s son, on behalf of his late father’s estate. The complaint is that The Royal Bank of Scotland Plc (“RBS”) irresponsibly granted him a credit card he couldn’t afford to repay. What happened In May 2002 the late Mr F entered in... (3 pages)View decision -
Decision Reference DRN-6068729
16 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6068729 The complaint Mrs M complains about a default recorded on her credit file by HSBC UK Bank Plc (HSBC). What happened In January 2022, HSBC recorded a default with the credit reference agencies in relation to Mrs M’s credit card account. This occurred after Mrs M stopped makin... (3 pages)View decision -
Decision Reference DRN-5950709
16 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5950709 The complaint Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance, provided Mr P with the following loan: Date Amount Monthly repayments Term (months) November 2024 £1,210£42.2636 This is a buy now pay later agreement, where there is a 12 month interest free p... (2 pages)View decision -
Decision Reference DRN-6069269
16 Feb 2026 TIDE PLATFORM LTD Not upheldBanking and PaymentsDRN-6069269 The complaint P is a company, which has brought this complaint through its director, who I’ll refer to as “Mr S”. P complains that, due to an error on the part of Tide Platform Ltd (“Tide”), it was unable to use the mobile banking app or access its account for several weeks.... (2 pages)View decision -
Decision Reference DRN-6157241
16 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6157241 The complaint Mrs K’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... (11 pages)View decision -
Decision Reference DRN-5992850
16 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5992850 The complaint Mr A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t reimburse him with money he lost to a scam. Mr A brings his complaint with the assistance of a professional representative. For ease, I’ll refer to their submissions as being... (3 pages)View decision