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 179155 results
-
Decision Reference DRN-5862207
26 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-5862207 The complaint Mr A (the main complaint) complains that Santander UK Plc unfairly restricted and closed his account, and later caused a delay in returning his funds. What happened Around November 2024, Mr A discovered that Santander had restricted his joint account and had ma... (4 pages)View decision -
Decision Reference DRN-5907733
26 Jan 2026 Tesla Financial Services Limited Not upheldConsumer CreditDRN-5907733 The complaint Mr V says Tesla Financial Services Limited (who I’ll call TFS) were unreasonable to pay parking fines on his behalf. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the ke... (2 pages)View decision -
Decision Reference DRN-6083909
26 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6083909 The complaint Mr S has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr S opened an account with Monzo in November 2023. In January 2025 Monzo blocked Mr S’s account after a large credit was paid int... (2 pages)View decision -
Decision Reference DRN-6014215
26 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6014215 The complaint Mr S is unhappy that Bank of Scotland plc trading as Halifax won’t refund him funds lost after he says he fell victim 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 a... (2 pages)View decision -
Decision Reference DRN-5934770
26 Jan 2026 Savvy Loan Products Limited Not upheldConsumer CreditDRN-5934770 The complaint Mr H complains Savvy Loan Products Limited trading as Tick Tock Loans (“Tick Tock”) gave him a loan without carrying out sufficient affordability checks. Had better checks been made Tick Tock would’ve seen he was in a repeat lending cycle. What happened Mr H w... (3 pages)View decision -
Decision Reference DRN-5855660
26 Jan 2026 Nationwide Building Society Not upheldConsumer CreditDRN-5855660 The complaint Mr A is unhappy that Nationwide Building Society won’t lower the interest rate on his personal loan. What happened In June 2024, Mr A applied to Nationwide for a fixed term personal loan. Nationwide considered Mr A’s application and offered him a loan with a 29... (2 pages)View decision -
Decision Reference DRN-6089836
26 Jan 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6089836 The complaint S and S, a limited company, is unhappy with the advice American Express Services Europe Limited (Amex) gave it regarding a payment, and that they subsequently imposed a spending limit on its business charge card. S and S has been represented during the claim a... (4 pages)View decision -
Decision Reference DRN-6087708
26 Jan 2026 Nationwide Building Society UpheldBanking and PaymentsDRN-6087708 The complaint Mr M complains Nationwide Building Society has recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 10 May 2023, Mr M received two payments of £1,000 each into his Nationwide account. Nationwide later... (3 pages)View decision -
Decision Reference DRN-6046827
26 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6046827 The complaint Mr S complains Santander UK Plc (“Santander”) hasn’t refunded funds he lost as the result of a scam after saying it would. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key details here. With his p... (3 pages)View decision -
Decision Reference DRN-6066764
26 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-6066764 The complaint Miss B’s complaint is that National Westminster Bank Public Limited Company irresponsibly provided her with an unaffordable personal loan. What happened NatWest has provided Miss B with a number of lending products since 2012. My decision here deals with a pers... (4 pages)View decision