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 401363 results
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Decision Reference DRN-6184585
10 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6184585 The complaint Mr M complained because Revolut Limited refused to refund him for transactions which he said he hadn’t authorised. What happened At 5.14am on 10 January 2026, Mr M contacted Revolut by chat. He said that that last two transactions on his account, to a gambling... (4 pages)View decision -
Decision Reference DRN-5951488
10 Apr 2026 XTB Limited Not upheldInvestmentsDRN-5951488 The complaint Mr A complains he was unable to add funds to his CFD account with XTB Limited. He says because he wasn’t able to deposit funds, he wasn’t able to manage his positions resulting in him suffering a loss. What happened Mr A traded CFDs with XTB. In April 2025, his... (4 pages)View decision -
Decision Reference DRN-6260882
10 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6260882 The complaint Miss F complains about Bank of Scotland plc trading as ‘Halifax’. She is unhappy that Halifax hasn’t refunded her the full amount she lost when she fell victim to a job scam. What happened Miss F was looking for a way to make extra money. She says that everyo... (3 pages)View decision -
Decision Reference DRN-6235253
10 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6235253 The complaint Miss D complains about Monzo Bank Limited. She says that she has been the victim of a scam and would like Monzo to refund her the money she has lost as a result. What happened Miss D says that she has been the victim of a scam and has said that some payments ... (2 pages)View decision -
Decision Reference DRN-6150637
10 Apr 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-6150637 The complaint Miss S complains that Capital One (Europe) plc, lent to her irresponsibly when they provided her with a credit card in 2021. What happened In April 2021, Miss S was provided with a credit card by Capital One, with a credit limit of £500. There were no later cr... (3 pages)View decision -
Decision Reference DRN-6280295
10 Apr 2026 Arval UK Limited Not upheldConsumer CreditDRN-6280295 The complaint Mr F complains that Arval UK Limited (Arval) applied unfair charges at the end of his hire agreement. He would like a charge for a missing key removed and charges for wheel repairs waived or significantly reduced. What happened Mr F told us that he took out a ... (3 pages)View decision -
Decision Reference DRN-6283821
10 Apr 2026 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-6283821 The complaint Mrs B’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 197... (6 pages)View decision -
Decision Reference DRN-6016753
10 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6016753 The complaint Mr C is unhappy that Barclays Bank UK PLC, trading as Barclaycard, recorded a late payment marker on his credit file. What happened Mr C holds a credit card with Barclaycard. In 2024, and again in 2025, he made late payments; consequently, Barclaycard notified... (2 pages)View decision -
Decision Reference DRN-6235028
10 Apr 2026 Hastings Financial Services Limited Not upheldConsumer CreditDRN-6235028 The complaint Mrs M complains that Hastings Financial Services Limited irresponsibly provided her with a loan. What happened Mrs M applied to Hastings for a loan in August 2025; the capital amount was £10,000 – repayable over a term of 48 months – with monthly repayments of... (3 pages)View decision -
Decision Reference DRN-6005931
10 Apr 2026 ICICI Bank UK Plc UpheldBanking and PaymentsDRN-6005931 The complaint Miss B complained that ICICI Bank UK Plc did not reply to her emails after telling her it would close her account if she did not reactivate it. What happened Miss B received an email from ICICI on 18 June to say if she didn’t take action on her account, it woul... (3 pages)View decision