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 370904 results
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Decision Reference DRN-5469232
22 Apr 2025 SPF Private Clients Limited UpheldMortgagesDRN-5469232 The complaint This complaint is about a residential mortgage Mrs and Mr B took out at the beginning of 2022, on advice and a recommendation given by SPF Private Clients Limited in late 2021. The essence of the complaint is that Mrs and Mr B say SPF’s mortgage advisor failed ... (4 pages)View decision -
Decision Reference DRN-5340933
22 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5340933 The complaint Mr L complains that Vanquis Bank Limited irresponsibly lent to him. Mr L is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr L himself. What happen... (4 pages)View decision -
Decision Reference DRN-5496153
22 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5496153 The complaint Mr C complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr C is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr C himself. What ... (5 pages)View decision -
Decision Reference DRN-5342835
22 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5342835 The complaint Mr B complains that NewDay Ltd irresponsibly lent him a credit card account and increased the credit limit. What happened Mr B opened an Aqua branded credit card account with NewDay in August 2008, with a credit limit of £750. NewDay then increased the credit l... (3 pages)View decision -
Decision Reference DRN-5453445
22 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5453445 The complaint Mr H complains Barclays Bank UK PLC allowed him to compulsively spend whilst an IT outage was going on, and left him without money for essentials. What happened Barclays had an IT outage, beginning 31 January 2025 and ending 2 February 2025. Mr H says he call... (4 pages)View decision -
Decision Reference DRN-5485095
22 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5485095 The complaint Mrs H and Mr H complain that Nationwide Building Society (“Nationwide”) held them liable for a failed cash withdrawal. What happened As Mr H was mainly involved here, I’ll generally refer to him for ease of reading. Mr H explained that he withdrew a large amoun... (4 pages)View decision -
Decision Reference DRN-5487836
22 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5487836 The complaint Mr F complains Barclays Bank UK PLC stopped him making payments, whilst he was on holiday, because of an IT outage. What happened Barclays had an IT outage staring 31 January 2025 and Mr F was on holiday at this time. Mr F contacted Barclays on 31 January, 1,... (3 pages)View decision -
Decision Reference DRN-5161268
22 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5161268 Complaint Ms H has complained that National Westminster Bank Public Limited Company (“NatWest”) irresponsibly provided her with three credit cards and credit limit increases. She’s said that this credit was unaffordable for her and it resulted in her experiencing financial d... (7 pages)View decision -
Decision Reference DRN-5381814
22 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5381814 Complaint Mr B has complained about the overdraft charges HSBC Bank UK Plc (“HSBC”) applied to his current account. He’s said the charges were applied unfairly as he was allowed to use his overdraft for a prolonged period. Mr B is being represented, by “the representative”,... (4 pages)View decision -
Decision Reference DRN-5340402
22 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5340402 Complaint Mr K has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In March 2020, Vanquis provided Mr K with a credit card w... (3 pages)View decision
