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-6120584
5 Feb 2026 Core Financial Compensation LLP UpheldClaims ManagementDRN-6120584 The complaint Ms G complains about the service she’s received from Core Financial Compensation LLP (trading as Clear Money Claims) after instructing it to represent her in a motor finance commission claim. What happened In late 2022, Ms G engaged the services of Clear Money ... (3 pages)View decision -
Decision Reference DRN-5996777
5 Feb 2026 EQUALS MONEY INTERNATIONAL LIMITED Not upheldBanking and PaymentsDRN-5996777 The complaint Mr L has complained that he was unable to convert GBP into Turkish Lira (TRY) on his pre- paid FairFX currency card that is provided by EQUALS MONEY INTERNATIONAL LIMITED (“FairFX”). What happened On 19 September 2025, Mr L credited £112 into his FairFX account... (2 pages)View decision -
Decision Reference DRN-5715350
5 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5715350 THE COMPLAINT Mr R complains that Monzo Bank Ltd (‘Monzo’) will not reimburse him money he says he lost when he fell victim to a scam. Mr R is represented by Wealth Recovery Solicitors (‘WRS’) in this matter. However, where appropriate, I will refer to Mr R solely in this ... (3 pages)View decision -
Decision Reference DRN-6101629
5 Feb 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6101629 The complaint Mr F complains that HSBC UK Bank Plc (“HSBC”) won’t refund money he lost when he fell victim to an investment scam. What happened In July 2019, following an introduction by a friend he’d known for over ten years, Mr F made a payment of £40,000 from his HSBC ac... (9 pages)View decision -
Decision Reference DRN-5934111
5 Feb 2026 Hastings Financial Services Limited Not upheldConsumer CreditDRN-5934111 The complaint Miss E says Hastings Financial Services Limited, trading as Hastings Direct, irresponsibly lent to her. What happened Miss E took out a loan for £10,000 over 60 months on 25 June 2024 with monthly repayments of £228.88. She says she was already heavily indebted... (2 pages)View decision -
Decision Reference DRN-5845931
5 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5845931 The complaint Mr and Mrs H’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)... (13 pages)View decision -
Decision Reference DRN-6007097
5 Feb 2026 Elfin Market Ltd Not upheldBanking and PaymentsDRN-6007097 The complaint Mr P complains that Elfin Market Ltd paid compensation to the wrong account and did not provide a tax certificate. What happened Mr P says Elfin agreed to refund interest and charges in response to a previous complaint. He says it paid the money into the wrong... (3 pages)View decision -
Decision Reference DRN-5997880
5 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5997880 The complaint Mr N’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 him under section 140A of the Consumer Credit Act 1974 ... (11 pages)View decision -
Decision Reference DRN-6133771
5 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6133771 The complaint Miss C complains that NewDay Ltd trading as Aqua (NewDay) irresponsibly entered into a credit card agreement with her and increased the card limit on several occasions, which she couldn’t afford to repay. What happened In March 2017, Miss C applied for a credi... (4 pages)View decision -
Decision Reference DRN-5810868
5 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5810868 The complaint Miss K complains that Revolut Ltd (“Revolut”) hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Miss K has explained that in May ... (2 pages)View decision