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 392389 results
-
Decision Reference DRN-6104081
12 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6104081 The complaint Mrs C has complained Revolut Ltd failed to sufficiently intervene causing her to fall victim to an authorised push payment (APP) scam. Mrs C is represented by a professional representative, but for ease I will just refer to Mrs C throughout. What happened The... (4 pages)View decision -
Decision Reference DRN-5805899
12 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5805899 The complaint Mr A, via a representative, complains that Revolut Ltd (“Revolut”) have failed to refund the money he lost as part of a fake job scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Inste... (3 pages)View decision -
Decision Reference DRN-6106939
12 Feb 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6106939 The complaint Mr L has complained about the way Nationwide Building Society (“Nationwide”) dealt with a claim for money back in relation to goods he paid for using his Nationwide current account. What happened On 30 October 2024, Mr L used his Nationwide current account to ... (3 pages)View decision -
Decision Reference DRN-6056183
12 Feb 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6056183 The complaint Mr S complains that Bank of Scotland plc trading as Halifax (‘Halifax’) funds he says he lost to a scam. What happened In September 2024 Mr S saw a luxury car hire business advertised on a well-known social media platform. I’ll refer to the business as “L”. Mr... (5 pages)View decision -
Decision Reference DRN-6104083
12 Feb 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6104083 The complaint Mrs C has complained Santander UK Plc failed to sufficiently intervene causing her to fall victim to an authorised push payment (APP) scam. Mrs C is represented by a professional representative, but for ease I will just refer to Mrs C throughout. What happene... (4 pages)View decision -
Decision Reference DRN-5974524
12 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5974524 The complaint Mr B’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 19... (13 pages)View decision -
Decision Reference DRN-6149327
12 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6149327 The complaint Mrs B’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1... (13 pages)View decision -
Decision Reference DRN-5949463
12 Feb 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5949463 The complaint Mr C’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 him under Section 140A of the Consumer Credit Act 197... (4 pages)View decision -
Decision Reference DRN-4661351
12 Feb 2026 Shawbrook Bank Limited UpheldConsumer CreditDRN-4661351 The complaint Mr and Mrs P’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)... (14 pages)View decision -
Decision Reference DRN-5846751
12 Feb 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5846751 The complaint Mr L complains that it was irresponsible for HSBC UK Bank Plc to give him a credit card. What happened In July 2016, Mr L applied for a credit card with HSBC. The bank agreed his application and offered a £5,000 credit limit. The limit hasn’t been changed. On 2... (4 pages)View decision