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 170827 results
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Decision Reference DRN-5881948
14 Oct 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5881948 The complaint Mr C complains ACI-UK Limited haven’t proven he owes a debt they’re asking him to repay. A representative has supported Mr C in bringing this complaint, but for simplicity I’ll just refer to him in this decision. What happened I issued a provisional decision se... (8 pages)View decision -
Decision Reference DRN-5873978
14 Oct 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5873978 The complaint Mr S has complained that Wise Payments Limited won’t refund the money he lost after falling victim to a scam. What happened In late 2022, Mr S was going to make a payment to an overseas investment firm he’d used successfully before. He was dealing with the firm... (4 pages)View decision -
Decision Reference DRN-5495636
14 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5495636 The complaint and background Mr P complains Nationwide Building Society (‘Nationwide’) won’t reimburse him in full the funds he lost when he says he fell victim to a cryptocurrency investment scam. Mr P’s losses to the scam amount to around £7,000. This occurred during earl... (2 pages)View decision -
Decision Reference DRN-5822921
14 Oct 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5822921 The complaint Mr H complains Lex Autolease Ltd wouldn’t arrange the vehicle excise duty (‘tax’) on his car before the annual renewal date under a hire agreement. What happened Around November 2021 Mr H took a hire agreement with Lex to acquire a new electric car. The agreem... (2 pages)View decision -
Decision Reference DRN-5879808
14 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5879808 The complaint Miss A complains that new chequebooks were issued to her by Santander UK Plc after she’d asked for chequebooks to be cancelled. What happened Miss A visited a Santander branch in September 2024, handed in her existing business and personal chequebooks and asked... (2 pages)View decision -
Decision Reference DRN-5832279
14 Oct 2025 Coutts & Company Not upheldMortgagesDRN-5832279 The complaint Mrs H complains that Coutts & Company (Coutts) provided unaffordable and predatory lending to her and her late husband in 2017 and again in 2020. She’s said Coutts didn’t factor in the possibility of rising interest rates and that it aggressively pursued he... (8 pages)View decision -
Decision Reference DRN-5873554
14 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5873554 The complaint Ms H complains that Lloyds Bank PLC has blocked her access to online and telephone banking. What happened In September 2024 Ms H attempted to make an amendment to a standing order, increasing it by a substantial amount. She was contacted by Lloyds and provided ... (2 pages)View decision -
Decision Reference DRN-5761624
14 Oct 2025 Lendable Ltd UpheldConsumer CreditDRN-5761624 The complaint Mr W complains that Lendable Ltd trading as Zable, failed to delete his personal data from their records, resulting in him receiving unwanted marketing materials that he’d previously requested be stopped. What happened Mr W, following what I believe was an abo... (3 pages)View decision -
Decision Reference DRN-5851207
14 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5851207 The complaint Mr S has complained about the way that Barclays Bank UK PLC (trading as Tesco Bank) handled a debt taken out fraudulently in his name. What happened Both sides are most familiar with the case and we must anonymise decisions, so I’ll summarise what happened in b... (3 pages)View decision -
Decision Reference DRN-5393722
14 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5393722 The complaint Mr R complains that Monzo Bank Ltd won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both pa... (2 pages)View decision
