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-5867800
6 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5867800 The complaint Mr F complains that Wise Payments Limited trading as Wise unfairly refuses to refund him money he lost in a holiday rental scam. What happened The circumstances surrounding this complaint are well known to both parties, so I won’t repeat them in detail here. In... (3 pages)View decision -
Decision Reference DRN-5886320
6 Feb 2026 Black Horse Limited Not upheldConsumer CreditDRN-5886320 The complaint Mr N complains that a vehicle he acquired through a hire purchase agreement financed by Black Horse Limited (BH) was misrepresented to him. What happened In November 2024 Mr N acquired a used car through a hire purchase agreement. The car was around three year... (3 pages)View decision -
Decision Reference DRN-6097948
6 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6097948 The complaint Mr N complains that Santander UK Plc has behaved unreasonably as it has given notice that it intends to change his business current account to one which charges a monthly fee, when the original account was taken out with the promise of ‘free banking forever’. ... (4 pages)View decision -
Decision Reference DRN-6134747
6 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6134747 The complaint L complains that Barclays Bank UK PLC won’t refund the full amount of money it lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both... (3 pages)View decision -
Decision Reference DRN-6135070
6 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6135070 The complaint Mr and Mrs B hold an account with HSBC Bank UK Plc (HSBC). They made a payment from this account to buy an investment they now believe to have been the subject of an Authorised Push Payment scam (APP Scam). At the relevant time, HSBC was a signatory of a volun... (11 pages)View decision -
Decision Reference DRN-5949258
6 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5949258 The complaint Mrs and Mr S are unhappy with the amount of interest NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) are charging on their arranged overdraft. What happened Mrs and Mr S took out the joint current account with NatWest in 1996. In 2019 they applie... (3 pages)View decision -
Decision Reference DRN-6135020
6 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6135020 The complaint Mr P complains that NewDay Ltd, trading as Fluid Credit Card, provided credit to him irresponsibly. What happened In December 2020, Mr P successfully applied to NewDay for a credit card which was issued to him with an initial credit limit of £1,200. NewDay the... (6 pages)View decision -
Decision Reference DRN-6135793
6 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6135793 The complaint Z is a limited company and holds an account with HSBC Bank UK Plc (HSBC). Z’s director made a payment from this account to buy an investment on behalf of Z which Z now believes to have been the subject of an Authorised Push Payment scam (APP Scam). At the rele... (11 pages)View decision -
Decision Reference DRN-6133402
6 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6133402 The complaint Mr T holds an account with HSBC Bank UK Plc (HSBC). He made a payment from this account to buy an investment he now believes to have been the subject of an Authorised Push Payment scam (APP Scam). At the relevant time, HSBC was a signatory of a voluntary scam ... (12 pages)View decision -
Decision Reference DRN-6080890
6 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6080890 The complaint Mrs K complains that Revolut Ltd have failed to refund money she lost to a scam. Mrs K is being supported in making this complaint by a legal representative, but for ease, I’ll only refer to Mrs K below. What happened The details of this complaint are well kn... (3 pages)View decision