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-6157246
16 Feb 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-6157246 The complaint Mrs T has complained about Evergreen Finance London Limited (trading as MoneyBoat.co.uk) getting a county court judgement (CCJ) against her, for a debt which she says was taken out fraudulently in her name. What happened In summary, this complaint surrounds an ... (3 pages)View decision -
Decision Reference DRN-5979792
16 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5979792 The complaint Mr C complains that Bank of Scotland plc trading as Halifax won’t refund money he lost when he says he was the victim of an investment scam. Mr C's complaint is brought through professional representatives. But for ease I’ll mostly refer to Mr C throughou... (4 pages)View decision -
Decision Reference DRN-5917876
16 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5917876 The complaint Mr R complains that American Express Services Europe Limited (“Amex”) stopped emailing him a code for two-factor authentication in July 2025. What happened Mr R says that, up until July 2025, he received authentication codes to both his email address and mobil... (2 pages)View decision -
Decision Reference DRN-5986430
16 Feb 2026 MotoNovo Finance Limited UpheldConsumer CreditDRN-5986430 The complaint Mrs A complains about a car supplied to her using a hire purchase agreement taken out with MotoNovo Finance Limited (“MotoNovo”). What happened In May 2025, Mrs A acquired a used car using a hire purchase agreement with MotoNovo. The car was under three years ... (4 pages)View decision -
Decision Reference DRN-5869582
16 Feb 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-5869582 The complaint R complains that Starling Bank Limited (‘Starling’) hasn’t refunded the money it believes it lost to an authorised push payment (‘APP’) scam. One of R’s directors, whom I’ll refer to as ‘Mr G’, referred the complaint to this service on behalf of R. What happen... (5 pages)View decision -
Decision Reference DRN-5874225
16 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5874225 The complaint Mrs B’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by deciding against paying claims under Section 75 of the CCA 1 . What happened Mr and Mrs B were members of ... (4 pages)View decision -
Decision Reference DRN-5777432
16 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5777432 The complaint Miss D complains Bank of Scotland plc (“BoS”) recorded adverse information on her credit file. What happened Miss D held a current account with an overdraft facility with BoS. In April 2022, Miss D entered into a Debt Arrangement Scheme (DAS), which included h... (2 pages)View decision -
Decision Reference DRN-6057318
16 Feb 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-6057318 The complaint Mr D complains that Zopa Bank Limited (Zopa) irresponsibly entered into a credit card agreement with him. What happened In February 2022, Mr D applied for a credit card with Zopa. He was given a credit card account with a credit limit of £4,000. Mr D complain... (3 pages)View decision -
Decision Reference DRN-6065573
16 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6065573 The complaint Mr D complains that Nationwide Building Society won’t reimburse money he says he lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In late 2020-early 2021, Mr D found an inv... (3 pages)View decision -
Decision Reference DRN-5919123
16 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5919123 The complaint Ms G is complaining about transactions to a third party (G) which she believes were unauthorised. Ms G’s husband, Mr H, has also provided information throughout this complaint on her behalf – however for ease throughout this decision I will be referring to Ms G... (4 pages)View decision