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
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Decision Reference DRN-5920583
4 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5920583 The complaint Miss V complains that Nationwide Building Society unfairly closed her savings accounts. What happened Miss V held two savings accounts with Nationwide. One of those was an Individual Savings Account (ISA), and Miss V’s total savings were around £108,000. She ha... (2 pages)View decision -
Decision Reference DRN-5985402
4 Dec 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5985402 The complaint Mr G is unhappy with how Capital One (Europe) plc closed his credit card account, and how they have dealt with his request to reopen the account. What happened The complaint circumstances are well known to both parties, so I don’t intend to list this chronolog... (4 pages)View decision -
Decision Reference DRN-5888731
4 Dec 2025 Conister Bank Limited Not upheldConsumer CreditDRN-5888731 The complaint Mr O complains that Conister Bank Limited are seeking full repayment from him under a fixed sum loan agreement. What happened In November 2024, Mr O applied for an online training course. The bulk of the course content was scheduled to take place over several w... (2 pages)View decision -
Decision Reference DRN-5672888
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5672888 The complaint Miss M complains that Monzo Bank Ltd (“Monzo”) irresponsibly provided her with an overdraft. What happened In November 2024, Miss M applied for an overdraft with Monzo. The application was approved, and she was provided a limit of £1,000. To date, this limit h... (3 pages)View decision -
Decision Reference DRN-5800158
4 Dec 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5800158 The complaint Mr N is unhappy that a car supplied to him under a hire purchase agreement with Volkswagen Financial Services (UK) Limited (‘VWFS’) was of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will b... (2 pages)View decision -
Decision Reference DRN-5985008
4 Dec 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5985008 The complaint Miss S complains that Bank of Scotland plc, trading as Halifax, unfairly recorded a default against her. What happened Miss S held a credit card with Halifax; the account ultimately defaulted in 2025. Miss S considers the default to have been unfairly register... (3 pages)View decision -
Decision Reference DRN-5895001
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5895001 The complaint Ms A complains that Monzo Ltd (‘Monzo’) closed her account without notice or explanation. What happened Ms A had a current account with Monzo. I’m aware Ms A had another account with Monzo, but this decision solely focuses on the closure of her current account... (2 pages)View decision -
Decision Reference DRN-5735330
4 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5735330 The complaint Mr V holds/held an account with HSBC UK Bank Plc Mr V’s complaint is about HSBC’s refusal to reimburse him money he says he lost due to a scam. Mr V is represented by CEL in this matter. However, where appropriate, I will refer to Mr V solely in this decision... (5 pages)View decision -
Decision Reference DRN-5869036
4 Dec 2025 Black Horse Limited Not upheldConsumer CreditDRN-5869036 The complaint Mr C complains that a car supplied to him under a hire purchase agreement with Black Horse Limited is of unsatisfactory quality. What happened In February 2025 Mr C entered into a hire purchase agreement with Black Horse Limited (BHL) to acquire a used car. Th... (4 pages)View decision -
Decision Reference DRN-5997218
4 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5997218 The complaint Ms J complains about NATIONAL WESTMINSTER BANK PUBLIC LIMTED COMPANY’s actions in respect of a business loan. In particular, she complains: • NatWest failed to correctly calculate her repayments following the base rate reductions in August 2024 and November 20... (7 pages)View decision