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 392389 results
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Decision Reference DRN-6137913
9 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6137913 The complaint Mr O complains that HSBC UK Bank Plc won’t reimburse money he lost to a cryptocurrency investment scam What happened The detailed background to this complaint is well known to both parties and has been previously set out by the investigator in their assessment.... (5 pages)View decision -
Decision Reference DRN-5238815
9 Feb 2026 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5238815 The complaint Mr A complains that THE CO-OPERATIVE BANK P.L.C. (‘Co-Op’) did not reimburse the funds he says he lost to a scam. What happened Around August 2024 Mr A and his wife were looking to buy a parrot. They looked online and found the details of a seller on an online... (5 pages)View decision -
Decision Reference DRN-6138530
9 Feb 2026 Kroo Bank Ltd UpheldBanking and PaymentsDRN-6138530 The complaint Mr C has complained that Kroo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened In summary, in 2023 Mr C was looking to invest. He found a company which offered to invest on his behalf. Unfortunately, this turned out to be a ... (4 pages)View decision -
Decision Reference DRN-5946291
9 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5946291 The complaint Mr S is unhappy Barclays Bank UK PLC (Barclays) won’t refund several disputed payments made from his account and has recorded a CIFAS marker against him. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail... (3 pages)View decision -
Decision Reference DRN-6115898
9 Feb 2026 Credit Blaustein Limited UpheldBanking and PaymentsDRN-6115898 The complaint C, a limited company, complains that Credit Blaustein Limited failed to carry out two transfers, froze their account without explanation and charged unnecessary account management fees. What happened C opened an account with Credit Blaustein in the early part ... (3 pages)View decision -
Decision Reference DRN-5938674
9 Feb 2026 U K Insurance Limited Not upheldInsuranceDRN-5938674 The complaint Miss H complains about the renewal of her motor insurance policy with U K Insurance Limited (UKI). Reference to UKI includes its agents. What happened The circumstances leading to the complaint are well known to both parties, so I don’t repeat them in full her... (3 pages)View decision -
Decision Reference DRN-6008499
9 Feb 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-6008499 The complaint Lendable Ltd, trading as Zable, provided Mr B with a credit card in January 2024. It had a credit limit of £350. Mr B says the credit was provided irresponsibly. What happened The details of this complaint are well known to both parties, so I won’t repeat them ... (2 pages)View decision -
Decision Reference DRN-5995133
9 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5995133 The complaint Mr D complains that HSBC UK Bank Plc trading as first direct won’t reimburse him after he made payments towards an investment that later turned out to be a scam. Mr D is professionally represented in bringing his complaint, but for ease of reading I’ll refer to... (3 pages)View decision -
Decision Reference DRN-5870473
9 Feb 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-5870473 The complaint Miss C complains that Zopa Bank Limited (Zopa) acted irresponsibly when agreeing to lend to her. What happened Around October 2022 Miss C entered into a Fixed Sum loan agreement with Zopa for £7,500. After Annual Percentage Rate (APR) interest of 9.5% and char... (5 pages)View decision -
Decision Reference DRN-6052399
9 Feb 2026 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-6052399 The complaint Mr U has complained that Hutchison 3G UK Limited trading as Three (Three) defaulted his agreement and instructed a debt collection agency. What happened In May 2024, Mr U entered into a Fixed Sum Loan Agreement with Three for the supply of a new device. The am... (6 pages)View decision