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 393318 results
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Decision Reference DRN-5954440
24 Feb 2026 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5954440 The complaint Mr H complains that Capital One (Europe) plc lent irresponsibly when it approved two credit card applications he made and increased the limits on both accounts. What happened Mr H applied for a Capital One credit card in December 2019 (card 1). In his applicat... (4 pages)View decision -
Decision Reference DRN-6139011
24 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6139011 The complaint Miss G complains that Revolut Ltd won’t refund money she lost when she was a victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Miss G fell victim to a job scam in Octob... (3 pages)View decision -
Decision Reference DRN-6175287
24 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6175287 The Complaint Mr and Mrs 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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (8 pages)View decision -
Decision Reference DRN-5985877
24 Feb 2026 My Finance Club Limited Not upheldConsumer CreditDRN-5985877 The complaint Ms L complains that My Finance Club Limited (“MFC”) affordability checks before it lent to her. What happened A summary of Ms L’s borrowing can be found below. loan number loan amount agreement date repayment date term (number of days) expected settlement val... (4 pages)View decision -
Decision Reference DRN-5741498
24 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5741498 The complaint Mr W complains that Vanquis Bank Limited (Vanquis) irresponsibly provided him with a credit card and subsequent credit limit increases. What happened Mr W’s application for a credit card was accepted in May 2016, and Vanquis provided a £250 credit limit. In Ja... (6 pages)View decision -
Decision Reference DRN-5903157
24 Feb 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5903157 The complaint Mr A is complaining about Wise Payments Limited because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr A fell victim to a cruel purchase scam after he didn’t receive goods he’d purchased online from what he believed to be a le... (3 pages)View decision -
Decision Reference DRN-6138535
24 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6138535 The complaint Mr S complains that Santander UK Plc won’t refund the money he lost to an investment scam. Mr S is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The information on events is very limited as Mr S’s account is brief, p... (5 pages)View decision -
Decision Reference DRN-6141079
24 Feb 2026 ZILCH TECHNOLOGY LIMITED UpheldConsumer CreditDRN-6141079 The complaint Miss G complains that Zilch Technology Limited (Zilch) isn’t able to update the email address linked to her account. What happened Miss G has explained that the email address she used to open her Zilch account became blocked and she no longer had access to it. ... (2 pages)View decision -
Decision Reference DRN-6061509
24 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6061509 The complaint S has complained about how American Express Service Europe Limited (AESEL) handled a refund claim they made. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’ll focu... (2 pages)View decision -
Decision Reference DRN-5903662
24 Feb 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-5903662 The complaint Mr A is complaining about TSB Bank plc because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr A fell victim to a cruel purchase scam after he didn’t receive goods he’d purchased online from what he believed to be a legitimate ... (3 pages)View decision