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 162956 results
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Decision Reference DRN-5344780
13 Jun 2025 UK Credit Limited UpheldConsumer CreditDRN-5344780 The complaint Mr A has complained about a loan UK Credit Limited provided to him. He says the loan was unaffordable and therefore shouldn’t have been given to him. What happened In September 2018 Mr A applied for a £5,000 loan with UK Credit. The interest rate was fixed at 4... (3 pages)View decision -
Decision Reference DRN-5537911
13 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5537911 The complaint A complaint has been brought on behalf of Mrs T and is that Nationwide Building Society had said it would pay for the costs of appointing a deputy for her but didn’t do so and has provided poor service. What happened Mrs T is represented in this complaint by he... (3 pages)View decision -
Decision Reference DRN-5549731
13 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5549731 The complaint Mr M’s complaint about National Westminster Bank PLC (NWB) relates to how it administered his mortgage account. He has argued that historically it had undervalued his property with the result that the interest rate applied to his mortgage was higher than it sho... (4 pages)View decision -
Decision Reference DRN-5594156
13 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5594156 The complaint Mr C complains that Barclays Bank UK PLC, trading as Barclaycard, hasn’t set up a payment plan on his credit account and about the way that it has delay with him. What happened Mr C has a credit card account with Barclaycard and he complained to this service la... (3 pages)View decision -
Decision Reference DRN-5542401
13 Jun 2025 RCI Financial Services Limited Not upheldConsumer CreditDRN-5542401 The complaint Mr O complains about issues with the collection of a car that had been supplied to him under a hire agreement with RCI Financial Services Limited, trading as Nissan Finance. What happened A new car was supplied to Mr O under a hire agreement with Nissan Finance... (3 pages)View decision -
Decision Reference DRN-5561255
13 Jun 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5561255 The complaint Mrs K has complained about her mortgage she holds with Bank of Scotland plc trading as Halifax. She says Halifax hasn’t treated her fairly. Mrs K is represented in bringing this complaint, but for ease I will just refer to Mrs K in this decision, although that ... (8 pages)View decision -
Decision Reference DRN-5149859
13 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5149859 The complaint Mrs J complains Santander UK Plc (‘Santander) won’t refund money she says was lost when she fell victim to a cryptocurrency investment scam. What happened Mrs J is being represented by solicitors in this complaint. A formal complaint was raised with Santander ... (3 pages)View decision -
Decision Reference DRN-5459215
13 Jun 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5459215 The complaint Mr N complains that Mercedes-Benz Financial Services UK Limited (“Mercedes Benz”) didn’t do the correct affordability checks before it provided him for a loan for a new car. What happened In July 2023, Mercedes Benz provided Mr N with a personal contract plan ... (4 pages)View decision -
Decision Reference DRN-5243127
13 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5243127 The complaint Mr A is unhappy that HSBC UK Bank Plc (‘HSBC’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to set these out in detai... (4 pages)View decision -
Decision Reference DRN-5027425
13 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5027425 The complaint Miss B is unhappy that Monzo Bank Ltd hasn’t reimbursed 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, so I won’t repeat it all in detail he... (3 pages)View decision
