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-5239026
8 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5239026 The complaint Miss A is unhappy Starling Bank Limited (‘Starling’) hasn’t refunded her the money she lost after falling victim to an Authorised Push Payment (‘APP’) holiday purchase scam. What happened The details of this case are well-known to both parties, so I don’t need... (6 pages)View decision -
Decision Reference DRN-5334793
8 Aug 2025 Saffron Building Society Not upheldBanking and PaymentsDRN-5334793 The complaint P (a limited company) complains about the actions of Saffron Building Society (“Saffron”) in relation to its commercial mortgage application, and the administration of its mortgage. P is represented by one of its directors, Mr R. What happened P wanted to borro... (6 pages)View decision -
Decision Reference DRN-5234052
8 Aug 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5234052 The complaint Ms R complains that Prepay Bank Ltd (“Prepay”) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties and has been laid out in detail by... (3 pages)View decision -
Decision Reference DRN-5470906
8 Aug 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5470906 The complaint Mr T and Miss J complain that Lloyds Bank PLC gave them incorrect information about when they could change the interest rate they’d applied for. They say Lloyds has accepted it provided incorrect information but won’t honour its mistake. What happened Mr T and ... (3 pages)View decision -
Decision Reference DRN-5617494
8 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5617494 The complaint Mr S complains that Monzo Bank Ltd (Monzo) have failed him in multiple ways. He says these failures have caused him significant distress and inconvenience and he would like a large amount of compensation to be paid to him. Since the complaint has been with us, ... (3 pages)View decision -
Decision Reference DRN-5241985
8 Aug 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5241985 The complaint Mr H complains about Metro Bank PLC. He says that it failed to protect him from a scam and would like it to refund the money he has lost. Mr H’s complaint has been referred to this service by a professional representative, but for the sake of readability, I wil... (3 pages)View decision -
Decision Reference DRN-5582010
8 Aug 2025 Hastings Financial Services Limited Not upheldConsumer CreditDRN-5582010 The complaint Mr M complains that Hastings Financial Services Limited trading as Hastings Direct, lent to him irresponsibly when they provided him with a personal loan. What happened In August 2024, Mr M took out a personal loan with Hastings. The loan was for £15,000, and ... (3 pages)View decision -
Decision Reference DRN-5209732
8 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5209732 The complaint Ms R complains that Nationwide Building Society (“Nationwide”) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties and has been laid ... (3 pages)View decision -
Decision Reference DRN-5724003
8 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5724003 The complaint Ms B, who is represented by a third party, complains that Black Horse Limited (‘Black Horse’), trading as Land Rover Financial Services, irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In February 2017 Ms B acqui... (3 pages)View decision -
Decision Reference DRN-5481215
8 Aug 2025 New Wave Capital Limited UpheldBanking and PaymentsDRN-5481215 The complaint A company which I’ll refer to as V, complains about New Wave Capital Limited trading as Capital on Tap’s decision (CoT) to increase the limit on its credit facility. V is also unhappy that when later its outstanding debt was sold to a third party, CoT began re... (6 pages)View decision
