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 388057 results
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Decision Reference DRN-5824689
9 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5824689 The complaint Mr W complains that HSBC UK Bank Plc (HSBC) acted irresponsibly in providing him with a revolving credit facility. What happened Around February 2019 Mr W applied for a revolving credit facility (credit card) with HSBC. The credit card was offered with the opti... (5 pages)View decision -
Decision Reference DRN-5881477
9 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5881477 The complaint The estate of Mrs R has complained about the service provided by NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY following the death of Mrs R. The estate is being represented in bringing this complaint by Miss R in her capacity as Administrator. Any reference ... (3 pages)View decision -
Decision Reference DRN-6005397
9 Dec 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-6005397 The complaint Mr S complains that he contacted TSB Bank plc twice regarding incorrectly claimed Direct Debits by an energy company and experienced delays in getting the refunds. What happened Mr S told TSB that he’d cancelled a direct debit with his energy company in March ... (2 pages)View decision -
Decision Reference DRN-5476598
9 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5476598 The complaint Mr and Mrs T complain that National Westminster Bank Public Limited Company (‘NatWest’) won’t reimburse them after they sent funds towards an investment, that they now consider to have been a scam. Mr and Mrs T are professionally represented in bringing their c... (4 pages)View decision -
Decision Reference DRN-5982222
9 Dec 2025 Kuflink Ltd UpheldInvestmentsDRN-5982222 The complaint Mr C complains that Kuflink Ltd has failed to provide him with regular updates regarding his investment in a peer-to-peer (“P2P”) crowdfunding loan. What happened Mr C is invested in a P2P loan through Kuflink Ltd’s crowdfunding platform. Unfortunately, the loa... (4 pages)View decision -
Decision Reference DRN-5859973
9 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5859973 The complaint Mr D is unhappy that Nationwide Building Society won’t honour the current account switching incentive he says he is due. What happened Mr D says he received several communications from Nationwide about its current account switching incentive. After speaking to ... (3 pages)View decision -
Decision Reference DRN-5886802
9 Dec 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5886802 The complaint Mr E complains that Scottish Widows Limited (Scottish Widows) have unfairly reduced the amount of his pension annuity without notice, despite providing a guaranteed illustration. He wants the correct income paid and compensation for the distress and inconvenien... (3 pages)View decision -
Decision Reference DRN-5660590
9 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5660590 The complaint Mr A complains Monzo Bank Ltd won’t refund money he lost as part of a crypto investment scam. Mr A is being supported in making his complaint by a representative, but for ease, I’ll refer to Mr A throughout this decision. What happened Mr A has explained that i... (5 pages)View decision -
Decision Reference DRN-6007359
9 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6007359 The complaint Mr 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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (16 pages)View decision -
Decision Reference DRN-5903953
9 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5903953 The complaint Mr L says that Nationwide Building Society failed to put a block on his joint savings account when he split up from his wife, and his wife then emptied the account. He’s said that when he notified Nationwide of his change of address in March 2023, he told the b... (3 pages)View decision