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 171073 results
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Decision Reference DRN-5655772
5 Sep 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5655772 The complaint Miss T complains that Metro Bank PLC trading as RateSetter was irresponsible in its lending to her. She wants all interest and charges paid on the loan refunded and any adverse information regarding the loan removed from her credit file. What happened Miss T wa... (3 pages)View decision -
Decision Reference DRN-5391042
5 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5391042 The complaint Miss M complains that Starling Bank Limited (Starling) is refusing to refund her the amount she lost as the result of a scam. Miss M is being represented by a third party. To keep things simple, I will refer to Miss M throughout my decision. What happened The b... (3 pages)View decision -
Decision Reference DRN-5798762
5 Sep 2025 HL Partnership Limited Not upheldMortgagesDRN-5798762 The complaint Mr D complains that an appointed representative of HL Partnership Limited failed to arrange a mortgage for him before the lender withdrew the interest rate set out in its decision in principle – meaning that the mortgage he eventually took was at a higher rate.... (12 pages)View decision -
Decision Reference DRN-5697678
5 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5697678 The complaint Miss P complains that Monzo Bank Ltd (Monzo) won’t refund the money she lost when she became the victim of a property investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview... (4 pages)View decision -
Decision Reference DRN-5542998
5 Sep 2025 London and Country Mortgages Ltd Not upheldMortgagesDRN-5542998 The complaint Mr M complains that London and Country mortgages Limited (L&C) did not switch the interest rate on his mortgage as he requested. What happened In March 2024, L&C gave Mr M mortgage advice. It recommended that he should take an interest rate of 4.46% fix... (3 pages)View decision -
Decision Reference DRN-5776302
5 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5776302 Complaint Miss E and Miss G have complained about the overdraft charges Santander UK Plc (“Santander”) applied to their current account. Miss E and Miss G are being represented, by the (“representative”), in their complaint. The representative has said the charges applied ... (5 pages)View decision -
Decision Reference DRN-5289931
5 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5289931 The complaint Mr M complains that Lloyds Bank PLC unfairly withheld funds that were paid into his account. Mr M is represented on this complaint, but I will refer to him directly throughout the decision. What happened The detailed background to this complaint is well known... (4 pages)View decision -
Decision Reference DRN-5267615
5 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5267615 THE COMPLAINT Mr W complains Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr W is represented by Rothley Law Limited in this matter. However, where appropriate, I will refer to Mr W solely in this decision for ease of ... (3 pages)View decision -
Decision Reference DRN-5502443
5 Sep 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5502443 The complaint Mr Y complains that Lendable Ltd trading as Zable irresponsibly lent to him. What happened Mr Y was approved for a Zable credit card in May 2022 with a credit limit of £500. I have detailed out the credit limit increases below: July 2022 £500 to £800 December 2... (4 pages)View decision -
Decision Reference DRN-5267573
5 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5267573 THE COMPLAINT Mr W complains Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail. Howev... (4 pages)View decision
