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-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 -
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