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-5643431
10 Dec 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5643431 The complaint Mr W complains about a car supplied to him using a hire purchase agreement taken out with N.I.I.B. Group Limited (“Northridge”). What happened In September 2024, Mr W acquired a used car using a hire purchase agreement with Northridge. The car was over seven y... (4 pages)View decision -
Decision Reference DRN-5680310
10 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5680310 The complaint Miss B complains that NatWest registered a default on her credit file and failed to communicate with her before doing so. What happened The circumstances of this case are well known to both parties, so I won’t repeat everything here. To summarise, NatWest term... (3 pages)View decision -
Decision Reference DRN-5921945
10 Dec 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5921945 The complaint A limited company ‘A’ complains that Prepay Technologies Ltd (Prepay) didn’t do enough to prevent the loss suffered when A was the victim of a scam. The complaint has been brought by Mr S (who is a director) on A’s behalf. But, for ease of reading, I’ll mostly... (3 pages)View decision -
Decision Reference DRN-5869753
10 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5869753 The complaint Mr and Mrs O complain that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the money they lost when they fell victim to a scam. What happened Mr and Mrs O hold a joint account with HSBC. Mrs O researched investment opportunities and found a scheme through a company ... (5 pages)View decision -
Decision Reference DRN-5697994
10 Dec 2025 Financial Administration Services Limited Not upheldInvestmentsDRN-5697994 The complaint Mr P complains about Financial Administration Services Limited (Fidelity) not being contactable so he could set up a regular savings plan. He said this has cost him in higher service fees. Mr P would like Fidelity to pay service fees back to him and compensate... (4 pages)View decision -
Decision Reference DRN-5997741
10 Dec 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5997741 The complaint Mr A and Miss P complain that Barclays Bank UK PLC didn’t treat them fairly and provide support when their mortgage fell into arrears. Mr A asks that Barclays waives the arrears or takes them from the equity in the property. Alternatively, he asks that it switc... (3 pages)View decision -
Decision Reference DRN-5634585
10 Dec 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5634585 The complaint Mr H complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) irresponsibly provided him with a loan. What happened MoneyBoat provided Mr H with an instalment loan for £200, with a total amount repayable of £366.71 in January 20... (3 pages)View decision -
Decision Reference DRN-5924832
10 Dec 2025 Atom Bank PLC Not upheldBanking and PaymentsDRN-5924832 The complaint Mr M is unhappy that Atom Bank PLC won’t agree to return the funds he invested into a five- year fixed saver account, without him first providing statements for other accounts that he holds. What happened Mr M opened a five-year fixed saver account with Atom Ba... (2 pages)View decision -
Decision Reference DRN-5524087
10 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5524087 The complaint Mrs C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) declined to reimburse her when she says she fell victim to an investment scam. What happened The circumstances of this complaint are well known to both parties, so I will not go i... (5 pages)View decision -
Decision Reference DRN-6012442
10 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6012442 The complaint Mr and Mrs W’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)... (12 pages)View decision