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 381196 results
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Decision Reference DRN-5746245
22 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5746245 The complaint Mr W complains that National Westminster Bank PLC has an inadequate fraud prevention process; provided an inadequate complaint system, and caused him much inconvenience. What happened When making two payments to a company that he had paid before by call to NatW... (3 pages)View decision -
Decision Reference DRN-5489593
22 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5489593 The complaint Mr K complains, via a representative, that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund the money he lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again her... (3 pages)View decision -
Decision Reference DRN-5887579
22 Oct 2025 Zopa Bank Limited UpheldBanking and PaymentsDRN-5887579 The complaint Mr A has complained that Zopa Bank Limited applied a fraud-related marker to his record and then didn’t provide adequate compensation after removing this. What happened In January 2023 Zopa received an application from Mr A for a hire purchase agreement. They d... (2 pages)View decision -
Decision Reference DRN-5824480
22 Oct 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5824480 The complaint Mr S complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance activated a finance agreement when it shouldn’t have, as he had an ongoing dispute over the goods provided. Additionally, he complains about its handling of a claim that the goo... (3 pages)View decision -
Decision Reference DRN-5684834
22 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5684834 The complaint Mr S has complained that Lloyds Bank PLC won’t refund the money he lost after falling victim to a scam. What happened Mr S was introduced to a cryptocurrency investment scheme by a friend who’d already invested. Unfortunately, this turned out to be a scam. Over... (2 pages)View decision -
Decision Reference DRN-5861467
22 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5861467 The complaint Miss M has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In May 2025 Monzo received a fraud report from another bank about a payment made into Miss M’s Monzo account. This payment was f... (2 pages)View decision -
Decision Reference DRN-5895654
22 Oct 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5895654 The complaint Mr C complains that INTACT INSURANCE UK LIMITED didn’t carry out temporary repairs to his roof under his home emergency cover. What happened Mr C holds a home insurance policy with Intact. The policy includes home emergency cover. A storm damaged Mr C’s roof.... (3 pages)View decision -
Decision Reference DRN-5861212
22 Oct 2025 Everyday Lending Limited UpheldConsumer CreditDRN-5861212 The complaint Mr K complains that Everyday Lending Limited trading as Everyday Loans was irresponsible in its lending to him. What happened Mr K was provided with two loans by Everyday Loans the details of which are set out below. LoanDate Amount Term Monthly payment 1 April... (5 pages)View decision -
Decision Reference DRN-5606509
22 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5606509 The complaint A company, which I will refer to as S, complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) unfairly demanded full repayment of its overdraft while a payment plan was in place. S also complains that NatWest did not take proper account of ... (6 pages)View decision -
Decision Reference DRN-5853787
22 Oct 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5853787 The complaint Mr D complains that JP Morgan Europe Limited (trading as Chase) gave him poor service when he tried to open an account. What happened During July 2025, Mr D made repeated attempts to open a Chase account, but those attempts were unsuccessful. He spoke to Chase ... (2 pages)View decision
