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-6089231
20 Feb 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-6089231 The complaint Miss B complains that Zopa Bank Limited irresponsibly lent to her. What happened Miss B was approved for a Zopa credit card in January 2024, with a £500 credit limit. Miss B says that this was irresponsibly lent to her. Miss B made a complaint to Zopa, who did ... (3 pages)View decision -
Decision Reference DRN-6166928
20 Feb 2026 HSBC UK Bank Plc Not upheldMortgagesDRN-6166928 The complaint Ms D complains that HSBC UK Bank Plc reported her to CIFAS, a fraud prevention database, in connection with a mortgage application. What happened In 2023 Ms D applied for a mortgage with HSBC. HSBC declined the application and reported Ms D to CIFAS, based on a... (6 pages)View decision -
Decision Reference DRN-6039764
20 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-6039764 The complaint Mr T complains Vanquis Bank Limited lent to him irresponsibly when they provided him with a credit card account and later increased his credit limit. What happened In July 2025, Mr T was provided with a Credit Card account by Vanquis, with an initial credit li... (4 pages)View decision -
Decision Reference DRN-5901156
20 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5901156 The complaint Miss S is unhappy with advice American Express Services Europe Limited (AESEL) gave her regarding her credit card account. What happened In November 2024, Miss S contacted AESEL to see if she could arrange a repayment plan where interest is frozen and payments ... (3 pages)View decision -
Decision Reference DRN-6168255
20 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6168255 The complaint Mr K complains that a payment was debited from his account in September 2025 that he had not authorised. He contacted Santander Uk Plc to query the payment and was told that he had set the payment up a year before in September 2024. What happened On 25 Septemb... (2 pages)View decision -
Decision Reference DRN-6091864
20 Feb 2026 Bank of Ireland (UK) Plc Not upheldMortgagesDRN-6091864 The complaint Miss E complains that Bank of Ireland (UK) Plc (BOI) has treated her unfairly in connection with her buy-to-let mortgage and has harassed her for payment of arrears which she says have arisen because of its mistake. What happened Miss E’s buy-to-let mortgage w... (3 pages)View decision -
Decision Reference DRN-5851615
20 Feb 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5851615 The complaint A, a limited company, complains that Barclays Bank UK PLC won’t refund the money it lost when it was the victim of a scam. What happened A is a limited company that organises and manages art fairs. In April 2025 it was arranging an exhibition and received an e... (2 pages)View decision -
Decision Reference DRN-6094956
20 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6094956 The complaint Mrs J complains that Revolut Ltd won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In June 2025, Mrs J says she found out about an opportunity to invest with a cryptocurrency investment company. She says she wa... (3 pages)View decision -
Decision Reference DRN-6064069
20 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6064069 The complaint Miss G complains that Nationwide Building Society won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In early 2025, Miss G was contacted by a man via a social media platform. They started talking, first via the ... (3 pages)View decision -
Decision Reference DRN-6116625
20 Feb 2026 EE Limited Not upheldConsumer CreditDRN-6116625 The complaint Mr M says EE Limited (‘EE’), irresponsibly lent to him. Mr M says he has mental health problems, and he thinks that EE should have known this and not lent to him. Mr M’s complaint has been brought by a representative and I’ve mostly referred to Mr M and the re... (4 pages)View decision