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-6040082
16 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6040082 The complaint and background Miss W, Direct”) didn’t do enough to protect her when she fell victim to an investment scam, resulting in payments of over £200,000 being made from this account between March 2024 and February 2025. Some of the payments went to accounts in her ow... (4 pages)View decision -
Decision Reference DRN-6220541
16 Mar 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6220541 The complaint Mrs F’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 them under Section 140A of the Consumer Credit Act 197... (12 pages)View decision -
Decision Reference DRN-6042885
16 Mar 2026 BeAccount Ltd Not upheldBanking and PaymentsDRN-6042885 The complaint and background Miss W, to protect her when she fell victim to an investment scam, resulting in payments of over £100,000 being made from this account in January 2024. The payments were made to a cryptocurrency exchange, with onwards payments then being made fro... (4 pages)View decision -
Decision Reference DRN-6202556
16 Mar 2026 Scottish Friendly Assurance Society Limited Not upheldInvestmentsDRN-6202556 The complaint Mr D complains about Scottish Friendly Assurance Society Limited and their handling of a Children’s Savings Plan. What happened Mr D had set up a Children’s Savings Plan for his niece. He made all the payments due for this plan, and it was due to mature on her... (3 pages)View decision -
Decision Reference DRN-6209965
16 Mar 2026 Bamboo Limited Not upheldConsumer CreditDRN-6209965 The complaint Bamboo Limited provided Miss T with a loan on 20 October 2025 for £3,000 over 36 months with monthly repayments of £140.02. Miss T says Bamboo irresponsibly lent to her. What happened The details of this complaint are well-known to both parties, so I won’t repe... (2 pages)View decision -
Decision Reference DRN-5927771
16 Mar 2026 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5927771 The complaint Mr A has complained about the level of contact about his credit card from Madison CF UK Limited trading as 118118 Money (‘118’). What happened Mr A held a credit card account with 118. His account went into arrears from 5 July 2025. Mr A received calls daily, a... (2 pages)View decision -
Decision Reference DRN-6040297
16 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6040297 The complaint and background Miss W, enough to protect her when she fell victim to an investment scam, resulting in payments of over £125,000 being made from this account in January 2024. The payments went to an Electronic Money Institution (“EMI”) account in her own name, w... (4 pages)View decision -
Decision Reference DRN-6203370
16 Mar 2026 MBNA Limited UpheldBanking and PaymentsDRN-6203370 The complaint Ms C complains that MBNA Limited (“MBNA”) didn’t accept a promissory note in settlement of her credit card debt and pursued collections activity even though she disputed the account. What happened Ms C held a credit card account with MBNA. Under the terms and ... (5 pages)View decision -
Decision Reference DRN-6195757
16 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6195757 The complaint Mr O is unhappy Santander UK Plc has decided not to refund him for transactions on his account that he says he didn’t make or authorise. What happened The facts of this complaint are well known to both parties, so I will summarise below. • Mr O disputes all p... (4 pages)View decision -
Decision Reference DRN-6221464
16 Mar 2026 Savvy Loan Products Limited Not upheldConsumer CreditDRN-6221464 The complaint Mr B complains Savvy Loan Products Ltd trading as Tick Tock Loans (TTL) failed to carry out thorough enough financial checks before it approved a loan for him. What happened Mr B says TTL approved a high cost short term loan of £400 for him in July 2025. Mr B s... (5 pages)View decision