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-6118315
13 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6118315 The complaint Mrs D’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna, (“Novuna”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under s.140A of the Consumer Credit Act 1974 (as amended) (“CCA”) and... (25 pages)View decision -
Decision Reference DRN-6013485
13 Feb 2026 Cynergy Bank Plc Not upheldBanking and PaymentsDRN-6013485 The complaint Mrs R is unhappy with Cynergy Bank Plc. Mrs R tried to change her nominated account details in July 2024. It wasn’t until several months later that she discovered this hadn’t worked. This was an issue because Mrs R had set up changes so closer to the end of th... (3 pages)View decision -
Decision Reference DRN-5910811
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5910811 The complaint Mr P complains that Monzo Bank Ltd allowed gambling transactions to be processed on his account via a third-party payment service, even though he had a gambling block in place. What happened Mr P had a gambling addiction and placed a gambling block on his Monzo... (5 pages)View decision -
Decision Reference DRN-6003122
13 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6003122 The complaint Mr H complains about the service received from Bank of Scotland plc trading as Halifax (Halifax). What happened Mr H brought a complaint to this service concerning a chargeback request made to Halifax. That complaint was subject to a separate final decision by... (2 pages)View decision -
Decision Reference DRN-6114667
13 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6114667 The complaint Miss B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY hasn’t reimbursed payments she says her ex-partner made without her consent. What happened Miss B informed NatWest that in March 2025 her ex-partner (I’ll refer to as X) transferred over £12... (2 pages)View decision -
Decision Reference DRN-6153950
13 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6153950 The complaint Mr C complains that Monzo Bank Ltd (‘Monzo’) registered a fraud prevention marker against him, without due cause. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened here. But, in... (2 pages)View decision -
Decision Reference DRN-6040598
13 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6040598 The complaint Mr A is unhappy with the information that was displayed when using his National Westminster Bank Public Limited Company (“NatWest”) app. What happened Mr A has been supported in making this complaint by a family member, but for simplicity I’ll refer to all subm... (3 pages)View decision -
Decision Reference DRN-5880556
13 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5880556 The complaint Mr T says that National Westminster Bank PLC (‘NatWest’) that became unaffordable for him. What happened The overdraft was first provided in January 2005, with an overdraft limit of £500. In July 2021 it was increased to £4,000. Mr T says his complaint is focu... (3 pages)View decision -
Decision Reference DRN-5892311
13 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5892311 The complaint Mr S is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything here. In summary, Mr S said that in June 2025 he was tricked into sending money i... (4 pages)View decision -
Decision Reference DRN-5938406
13 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5938406 Complaint Miss B is unhappy that Revolut Ltd didn’t reimburse her after she reported falling victim to a scam. Background In June 2025, Miss B fell victim to an employment scam. She was offered a flexible home- working opportunity via an unsolicited text message. I understan... (2 pages)View decision