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 160340 results
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Decision Reference DRN-5281301
3 Mar 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5281301 The complaint Mr R complains Western Circle Ltd trading as Cashfloat (Cashfloat) failed to carry out sufficient income verification and affordability checks before it granted a short-term loan. What happened Mr R says he took out a short-term loan of £400 with Cashfloat in J... (3 pages)View decision -
Decision Reference DRN-5187712
3 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5187712 The complaint A company, which I will refer to as C, complains that National Westminster Bank Plc acted unfairly when it sent overdraft documentation with incorrect interest rates. (I want to stress that this decision is solely about the overdraft documentation, and not abo... (2 pages)View decision -
Decision Reference DRN-4939424
3 Mar 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4939424 The complaint Mr D, who is represented by Mrs D, complains that American Express Services Europe Limited (AESEL) rejected his claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened Mr D ordered a family photograph in print form from the merchant. Mrs D has e... (2 pages)View decision -
Decision Reference DRN-5366003
3 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5366003 The complaint Miss T complains that Monzo Bank Ltd didn’t do enough to prevent her from falling victim to a scam, and hasn’t reimbursed her for the funds she lost to the scam. The complaint has been brought on Miss T’s behalf by a professional representative. What happened T... (4 pages)View decision -
Decision Reference DRN-4988492
3 Mar 2025 Bank of Scotland Plc UpheldMortgagesDRN-4988492 The complaint Ms C and Mr F complain that Bank of Scotland plc (BOS) didn’t give enough notice that the fixed interest rate on their mortgage was ending in October 2023. They also complain that it didn’t then help Ms C find a solution to the unaffordable monthly payments whe... (5 pages)View decision -
Decision Reference DRN-5308973
3 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5308973 The complaint Mr P complains that Bank of Scotland plc trading as Halifax lent to him irresponsibly. What happened Mr P has had an overdraft on his current account with Halifax since 2009. Due to the time elapsed, neither he nor Halifax has been able to show what the initial... (4 pages)View decision -
Decision Reference DRN-5219066
3 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5219066 The complaint Miss H complains National Westminster Bank Plc unfairly recorded a CIFAs marker against her. She wants the marker removed. What happened Miss H held an account with NatWest. She says she agreed with her stepfather that he would close the account in 2020 on her ... (4 pages)View decision -
Decision Reference DRN-5306539
3 Mar 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5306539 The complaint Mr M complains about charges Stellantis Financial Services UK Limited, trading as Vauxhall Finance (who I’ll call VF), asked him to pay after he returned a car he had been financing through an agreement with them. What happened Mr M entered into a conditional s... (3 pages)View decision -
Decision Reference DRN-5359581
3 Mar 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5359581 The complaint Mr P complains that Tesco Personal Finance PLC trading as Tesco Bank lent to him irresponsibly. What happened On 25 February 2014, Mr P applied for – and was granted – a loan for £11,000 from Tesco. It was to be repaid in 60 monthly instalments of £235.63. The ... (3 pages)View decision -
Decision Reference DRN-5303165
3 Mar 2025 Atom Bank PLC Not upheldBanking and PaymentsDRN-5303165 The complaint Mr W complains that Atom Bank PLC do not permit direct transfers between savings accounts held with it causing inconvenience and a potential breach of regulations. What happened Mr W holds two savings accounts with Atom Bank and wished to transfer funds from on... (2 pages)View decision
