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 185689 results
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Decision Reference DRN-6289094
15 Apr 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6289094 The complaint Ms S complains Wise Payments Limited won’t reimburse money she lost when she fell victim to a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Ms S said she was contacted by an i... (3 pages)View decision -
Decision Reference DRN-6234718
15 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6234718 The complaint Mr C is being represented by a claims manager. He’s complaining about HSBC UK Bank Plc because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr C fell victim to a cruel investment scam after he was contacted by someone he didn’t... (5 pages)View decision -
Decision Reference DRN-6041657
15 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6041657 The complaint Mr H and Ms D complain that HSBC UK Bank Plc (‘HSBC’) hasn’t refunded the money they believe they lost to an authorised push payment (‘APP’) scam. Ms D made the disputed payment, but communication has been with Mr H. So, for ease of reading, I’ll refer mainly ... (5 pages)View decision -
Decision Reference DRN-6293226
15 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6293226 The complaint Mrs M complains that Bank of Scotland plc t/a Halifax (“Halifax”) provided credit to her irresponsibly and the credit was unaffordable. She further complains that Halifax didn’t provide her with help by way of a repayment plan or payment holiday when she got i... (4 pages)View decision -
Decision Reference DRN-6274486
15 Apr 2026 Inclusive Finance Limited UpheldConsumer CreditDRN-6274486 The complaint Miss V complains that Inclusive Finance Limited trading as Creditspring (Creditspring) took the incorrect amount from her account despite agreeing not to do so. What happened Miss V entered into a credit agreement with Creditspring. She complained that Creditsp... (2 pages)View decision -
Decision Reference DRN-6222554
15 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6222554 The complaint Ms S complains Revolut Ltd won’t reimburse money she lost when she fell victim to a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Ms S said she was contacted by an individua... (3 pages)View decision -
Decision Reference DRN-6280862
15 Apr 2026 Gain Credit LLC Not upheldConsumer CreditDRN-6280862 The complaint Mr N complains that Gain Credit LLC trading as Drafty (“Drafty”) irresponsibly provided him with a loan for £3,000 which he couldn’t afford. Mr N has also subsequently complained about how Drafty has treated him since taking out the loan. However I will only b... (3 pages)View decision -
Decision Reference DRN-6134520
15 Apr 2026 Bank of Scotland Plc UpheldMortgagesDRN-6134520 The complaint Mr and Mrs C complain that Bank of Scotland plc reported incorrect information about their mortgage to the credit reference agencies and failed to make adjustments when told about Mr C’s vulnerabilities. Mrs C has dealt with the complaint. What happened Mr and ... (4 pages)View decision -
Decision Reference DRN-5997126
15 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5997126 The complaint Miss T’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Hitachi Capital 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 Cre... (18 pages)View decision -
Decision Reference DRN-6120729
15 Apr 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6120729 The complaint Mr K is unhappy BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (“BMWFS”) didn’t allow him to settle the balance of his hire purchase agreement after it had been terminated. What happened Mr K took out a hire purchase agreement from BM... (3 pages)View decision