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-5853612
13 Oct 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5853612 The complaint Mr K complains that Zopa Bank Limited changed the duration of his loan following an amendment to his repayment date. He’s also unhappy that changing the repayment date has resulted in additional interest being added to the loan. What happened On 9 July 2021 Mr ... (2 pages)View decision -
Decision Reference DRN-5062321
13 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5062321 The complaint Mr P complains Barclays Bank UK PLC didn’t do enough to protect him when he fell victim to a crypto investment scam. Mr P is professionally represented, however, to keep things simple, I’ll refer to Mr P throughout my decision. What happened The background to t... (3 pages)View decision -
Decision Reference DRN-5853194
13 Oct 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5853194 The complaint Mr M complains that MBNA Limited closed his account and registered a default on his credit file. What happened Mr M held a credit card account with MBNA. The account fell into arrears, and a Default Notice was issued on 29 June 2024. On 2 August 2024 Mr M conta... (3 pages)View decision -
Decision Reference DRN-5723846
13 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5723846 The complaint Mr G is unhappy with Nationwide Building Society. Mr G opted out of marketing communications from Nationwide but he’s still getting emails referring to better interest rates on other account. As Mr G lives abroad the accounts with higher interest rates don’t ap... (3 pages)View decision -
Decision Reference DRN-5753127
13 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5753127 The complaint Mrs V is unhappy with the service she received from Lloyds Bank PLC in relation to a credit card account. What happened Around February 2025 Mrs V explains she needed around £100 to insure a car she acquired. She says she called Lloyds and asked it to transfer... (3 pages)View decision -
Decision Reference DRN-5745290
13 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5745290 The complaint Mr M complains about American Express Services Europe Limited (“AMEX”) incorrectly cancelling a credit card he held with them. What happened Mr M held a credit card account with AMEX. In March 2025, Mr M paid money into his credit card account. Mr M said he c... (3 pages)View decision -
Decision Reference DRN-5740620
13 Oct 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5740620 The complaint Miss T says Loans 2 Go Limited irresponsibly lent to her. What happened Miss T took out an 18-month instalment loan for £600 from Loans 2 Go on 28 January 2023. The monthly repayments were £123.33. Miss T says Loans 2 Go should not have lent to her – she was a... (3 pages)View decision -
Decision Reference DRN-5828369
13 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5828369 The complaint Ms K complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (AESEL) closed her credit card account without notifying her. What happened Ms K says that AESEL closed her credit card account, which has caused her to lose out on rewards points. She says she didn’t... (2 pages)View decision -
Decision Reference DRN-5860525
13 Oct 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5860525 The complaint Mr G is unhappy with the charges being applied by Volvo Car UK Limited after he returned a car that had been supplied to him under a hire agreement. What happened The complaint circumstances are well known to both parties, so I don’t intend to list this chrono... (3 pages)View decision -
Decision Reference DRN-5534396
13 Oct 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5534396 The complaint F, a limited company, complains that ClearBank Limited won’t refund payments made as part of a scam. F has a business banking account with Tide. Tide’s bank accounts are provided by ClearBank, and so ClearBank is the respondent business here. For simplicity, I... (3 pages)View decision
