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-6090958
6 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6090958 The complaint Miss P and Mr Y’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (12 pages)View decision -
Decision Reference DRN-5998878
6 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5998878 The complaint Mr T complains that Santander UK Plc won’t refund money he says he lost as the result of a scam. Mr T has been represented in his complaint by a firm of professional representatives. What happened Mr T says that in August 2019 he received a phone call out of th... (3 pages)View decision -
Decision Reference DRN-5896057
6 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5896057 The complaint Mr C complains that HSBC UK Bank Plc won’t refund the money he lost to a loan scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr C lives alone i... (5 pages)View decision -
Decision Reference DRN-6074400
6 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6074400 The complaint Mr T complains that Barclays Bank UK PLC declined to reimburse him after he says he fell victim to a purchase scam. 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 i... (3 pages)View decision -
Decision Reference DRN-6136842
6 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6136842 The complaint Mr C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (11 pages)View decision -
Decision Reference DRN-5854915
6 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5854915 The complaint Mr F complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) failed to notice he was experiencing financial difficulties when it reviewed his personal current account overdraft facility. What happened Mr F has had a personal current account w... (3 pages)View decision -
Decision Reference DRN-5943850
6 Feb 2026 Close Brothers Limited Not upheldConsumer CreditDRN-5943850 The complaint Mr C complains about the quality of a vehicle that was supplied through a motor finance agreement with Close Brothers Limited trading as Close Brothers Motor Finance (CBL). What happened In October 2024, Mr C acquired a used car through a conditional sale agree... (4 pages)View decision -
Decision Reference DRN-5875428
6 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5875428 The complaint Mr J complains that Starling Bank Limited will not reimburse funds he lost to a scam. What happened In August 2024 Mr J made a payment for £1,090 when he fell victim to a safe account scam. He reported the matter to Starling, but it did not reimburse the funds.... (2 pages)View decision -
Decision Reference DRN-5825208
6 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5825208 Complaint Mrs A complains that HSBC UK Bank Plc didn’t reimburse her after she reported falling victim to an investment scam. Background In 2021, Mrs A became aware of an opportunity to invest in a company, which I will refer to as L. L had entered into a joint venture with ... (4 pages)View decision -
Decision Reference DRN-6086246
6 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6086246 The complaint Mr A’s complaint is, in essence, that Shawbrook Bank Limited (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 (as amended) (the ‘CCA’) and (2) not resp... (12 pages)View decision