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
-
Decision Reference DRN-5593181
13 Jun 2025 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-5593181 The complaint Mr G complains that Creation Financial Services trading as Creation lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr G applied for a Creation credit card in August 2013. In his application, Mr G... (3 pages)View decision -
Decision Reference DRN-5611266
13 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5611266 The complaint Mr M complains about the service he received from National Westminster Bank Public Limited Company (“NatWest”) when his loan account fell into arrears. What happened Mr M held a loan account with NatWest. The loan was repayable by monthly instalments. Mr M mis... (4 pages)View decision -
Decision Reference DRN-5590638
13 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5590638 The complaint Mr M and Mrs M complain that a payment made by Mr M to his credit card went to Mrs M’s credit card. He’s unhappy that Mrs M’s credit card is showing as a payee on his banking app. What happened Mr M and Mrs M hold a Flex Direct joint bank account with Nationwid... (2 pages)View decision -
Decision Reference DRN-5328756
13 Jun 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5328756 The complaint Mr H complains that The Co-operative Bank Plc blocked and closed his account without explanation. Mr H is also unhappy with some of the customer service provided to him. What happened The details of this complaint are well known by both parties, so I won’t repe... (3 pages)View decision -
Decision Reference DRN-5393996
13 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5393996 The complaint Ms C complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Ms C is being represented by a third party. To keep things simple, I will refer to Ms C throughout my decision. What happened The background of this... (8 pages)View decision -
Decision Reference DRN-5369052
13 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5369052 The complaint Miss R complains that HSBC UK Bank Plc didn’t process some payments to a retailer correctly. What happened Miss R explains that some online payments using her debit card to a specific retailer were declined. When she contacted HSBC she didn’t receive a clear ex... (3 pages)View decision -
Decision Reference DRN-5601663
13 Jun 2025 Oakbrook Finance Limited UpheldBanking and PaymentsThe complaint Mr R, who is represented by a third party, complains that Oakbrook Finance Limited, trading as Likely Loans (‘Likely Loans’), was irresponsible in providing him with five loans. What happened Mr R was provided with five fixed sum loan agreements between September 2020 and Mar... (5 pages)View decision -
Decision Reference DRN-5623484
13 Jun 2025 Evergreen Finance London Limited Not upheldBanking and PaymentsThe complaint Mr H complains that Evergreen Finance London Limited trading as Moneyboat.co.uk (Moneyboat) didn’t sufficiently check he could afford to sustain repayments for a loan he’d with them. What happened In May 2024 Mr H entered into a Fixed Sum loan agreement with Moneyboat for £50... (3 pages)View decision -
Decision Reference DRN-5360078
13 Jun 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5360078 The complaint Miss H complains that Go Car Credit Limited (Go Car Credit) unfairly entered into a hire purchase agreement with her. Miss H is supported in bringing this matter by a representative. But, for ease, I’ll refer to actions and submissions as being those of Miss H... (3 pages)View decision -
Decision Reference DRN-5595970
13 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5595970 The complaint Mr K is unhappy with Santander UK Plc. Mr K asked for a block to be placed on all transactions with a specific company. I’ll refer to this company as – N throughout this decision. Mr K requested the block through a webchat. He’s also unhappy with the communica... (3 pages)View decision
