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-6106427
6 Feb 2026 GoCardless Ltd Not upheldBanking and PaymentsDRN-6106427 The complaint P is a company, which is represented in bringing this complaint by its director, whom I’ll refer to as “Mr T”. P’s complaint is that GoCardless Ltd delayed the closure of its account and wrongly retained funds. What happened GoCardless is a payment service prov... (2 pages)View decision -
Decision Reference DRN-6062978
6 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6062978 The complaint Mr M holds an account with HSBC Bank UK Plc trading as first direct (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 signat... (12 pages)View decision -
Decision Reference DRN-6135077
6 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6135077 The complaint Mrs B’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credi... (13 pages)View decision -
Decision Reference DRN-5854053
6 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5854053 The complaint Mr P complains Nationwide Building Society (“Nationwide”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In shor... (2 pages)View decision -
Decision Reference DRN-6135824
6 Feb 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6135824 The complaint Mrs R is unhappy Barclays Bank UK PLC (‘Barclays’) hasn’t refunded her the money she lost after falling victim to an investment scam. Mrs R, in bringing her complaint, has used a representative. For ease of reading within this decision, I’ll refer to all submi... (7 pages)View decision -
Decision Reference DRN-6131134
6 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6131134 The complaint The late Mr L held an account with HSBC UK Bank Plc (HSBC). He made two payments from this account to buy an investment that his estate now believes to have been the subject of an Authorised Push Payment scam (APP Scam). At the relevant time, HSBC was a signato... (12 pages)View decision -
Decision Reference DRN-6135981
6 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6135981 The complaint Mrs M’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974... (12 pages)View decision -
Decision Reference DRN-6135918
6 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6135918 The complaint Mr M’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) decidin... (12 pages)View decision -
Decision Reference DRN-5937987
6 Feb 2026 AWP P&C S.A. Not upheldInsuranceDRN-5937987 The complaint Mr E and Mrs P have complained that AWP P&C S.A. (AWP) declined a claim they made on a travel insurance policy associated with a bank account. They are also unhappy that it sought advice from this service during the period of dealing with their complaint. ... (4 pages)View decision -
Decision Reference DRN-6123215
6 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6123215 The complaint Mr M’s complaint is, in essence, 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) deciding agai... (11 pages)View decision