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 400694 results
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Decision Reference DRN-6272758
7 Apr 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6272758 The complaint Miss B complains that Oakbrook Finance Limited trading as Finio Loans ( “Finio”) irresponsibly provided her with a personal loan in January 2025 for £2,000 which she couldn’t afford and which increased her financial difficulty. What happened The details of thi... (3 pages)View decision -
Decision Reference DRN-6214603
7 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6214603 The complaint Mr P complains Bank of Scotland plc trading as Halifax (Halifax) didn’t intervene when he was spending large amounts gambling. What happened Mr P says he started gambling excessively between April and September 2019. Mr P says this spending was funded by shor... (3 pages)View decision -
Decision Reference DRN-6213752
7 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6213752 The complaint Miss M complains that National Westminster Bank Public Limited Company (NatWest) lent to her irresponsibly and failed to support her when she fell into financial difficulties. What happened In September 2021, Miss M opened a Student Account with NatWest. She ap... (3 pages)View decision -
Decision Reference DRN-6272868
7 Apr 2026 Pure Retirement Limited Not upheldMortgagesDRN-6272868 The complaint This complaint is about an equity release mortgage and is brought by the estate of the late Mr S. The mortgage was taken out in 2005 by Mr S and his wife, who died before he did, on the advice and recommendation of a third-party intermediary, a broker firm I’ll... (4 pages)View decision -
Decision Reference DRN-6152378
7 Apr 2026 Motability Operations Limited Not upheldConsumer CreditDRN-6152378 The complaint Mr P is unhappy with how Motability Operations Limited (Motability) dealt with supporting him after an accident in a car hired through an agreement with them. When I refer to what Mr P has said and what Motability have said, it should also be taken to include ... (3 pages)View decision -
Decision Reference DRN-6272715
7 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6272715 The complaint Miss S complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she says was lost as the result of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my re... (5 pages)View decision -
Decision Reference DRN-6072927
7 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6072927 The complaint Mrs K complains that Revolut Ltd (“Revolut”) won’t refund the money she lost to a scam. What happened In summary, in June 2025, Mrs K was contacted via a messaging app by someone offering her a job with a company (“V”). As she had been looking for work, the con... (2 pages)View decision -
Decision Reference DRN-6272697
7 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6272697 The complaint Miss S complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she says was lost as the result of a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my re... (6 pages)View decision -
Decision Reference DRN-6258803
7 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6258803 Complaint Mr A has complained about a credit card HSBC UK Bank Plc (“HSBC”) provided to him. He says that the credit card was unaffordable for him and caused him ongoing financial difficulty. Background In November 2016, HSBC provided Mr A with a credit card which had a cr... (5 pages)View decision -
Decision Reference DRN-6271979
7 Apr 2026 Madison CF UK Limited Not upheldConsumer CreditDRN-6271979 Complaint Miss L has complained about a loan Madison CF UK Limited (trading as “118 118 Money”) provided to her. She says that the loan was irresponsibly lent as it was provided at a time where she was already struggling. Background 118 118 Money provided Miss L with a loan... (3 pages)View decision