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-6172391
15 Apr 2026 Wirex Limited Not upheldBanking and PaymentsDRN-6172391 The complaint Mr H complains about the time Wirex Limited took to process his chargeback request. He further complains that he didn’t receive a refund after the chargeback was raised. What happened On 20 March 2025, Mr H used his Wirex card to purchase jewellery whilst overs... (3 pages)View decision -
Decision Reference DRN-6253152
15 Apr 2026 Topaz Finance Limited Not upheldMortgagesDRN-6253152 The complaint Mr and Mrs B’s complaint is against Topaz Finance Limited trading as Rosinca Mortgages and is that Rosinca failed to pay ground rent and service charges on Mr and Mrs B’s two buy-to-let (BTL) properties, which I will refer to as 10OM and 14OM. As a result, Coun... (3 pages)View decision -
Decision Reference DRN-6181320
15 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6181320 The complaint Mr F is unhappy HSBC UK Bank Plc trading as first direct won’t reimburse him the money he send to a third-party for building works. What happened The background to this complaint is well-known and is set out within the investigator’s findings which was sent to... (4 pages)View decision -
Decision Reference DRN-6275764
15 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6275764 The complaint Miss F is unhappy with the difficulties she experienced when trying to make a transfer from her National Westminster Bank Public Limited Company trading as Ulster Bank Limited Edition Saver account. She also complains that her request to close the account was n... (4 pages)View decision -
Decision Reference DRN-6272404
15 Apr 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6272404 The complaint Mr W complains that Vanquis Bank Limited shouldn’t have agreed to lend to him. And that they didn’t provide support when he struggled to sustain his repayments. What happened Around January 2020 Mr W applied for a revolving credit facility (credit card) with Va... (3 pages)View decision -
Decision Reference DRN-6292215
15 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6292215 The complaint Mr and Mrs H say their creditor-debtor relationship with Shawbrook Bank Limited, was unfair to them under section 140A of the Consumer Credit Act 1974 (‘CCA’). What happened In July 2017, Mr and Mrs H purchased a timeshare membership from a timeshare provider ... (6 pages)View decision -
Decision Reference DRN-6168353
15 Apr 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6168353 The complaint Mr W complains Clydesdale Bank Plc trading as Virgin Money unfairly recorded late payment markers on his credit file. What happened On 5 August 2024, Virgin Money charged a £160 annual fee to Mr W’s Virgin Atlantic Reward+ credit card account. His statement da... (3 pages)View decision -
Decision Reference DRN-6058644
15 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6058644 The complaint Mr V complains that Revolut Ltd allowed gambling transactions on his account while he had a gambling block in place, and allowed him to turn off the gambling block which resulted in further gambling payments to be debited to his account. What happened Mr V adde... (3 pages)View decision -
Decision Reference DRN-6265204
15 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6265204 The complaint Mr 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 him under Section 140A of the Consumer Credit Act 1974 (... (8 pages)View decision -
Decision Reference DRN-6239016
15 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6239016 The complaint Mrs K has complained Bank of Scotland plc (trading as Halifax) mishandled a claim for money back. What happened The parties are familiar with the background details of this complaint – so, I’ll only briefly summarise them here. It reflects my role of resolving ... (3 pages)View decision