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 185689 results
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Decision Reference DRN-6307600
22 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6307600 The complaint Ms D is unhappy that Barclays Bank UK PLC, trading as Tesco Bank, withdrew the interest-free forbearance they had been offering her. What happened Ms D held a credit card account with Tesco. In early 2025, Ms D experienced financial difficulty following a chan... (3 pages)View decision -
Decision Reference DRN-6122689
22 Apr 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6122689 The complaint Mr M complains that a car that was supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited, trading as Alphera Financial Services, wasn’t of satisfactory quality. What happened A used car was supplied to Mr M under a hire purcha... (3 pages)View decision -
Decision Reference DRN-6134861
22 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6134861 The complaint Mr W complains MONZO BANK LIMITED (“Monzo”) acted irresponsibly when providing him with an overdraft facility. What happened In August 2025 Mr W opened a Monzo account. When applying for the account, he opted in for an overdraft facility. The overdraft was appr... (2 pages)View decision -
Decision Reference DRN-6279498
22 Apr 2026 Barclays Bank UK PLC Not upheldMortgagesDRN-6279498 The complaint Mr A complains that when he took out money from the Mortgage Current Account linked to his mortgage with Barclays Bank UK PLC, he’d understood that this borrowing would be charged at the same interest rate as his mortgage. But he now knows it’s much more. What ... (3 pages)View decision -
Decision Reference DRN-6160696
22 Apr 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6160696 The complaint Mr W is unhappy with how Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (‘Novuna’) have reported his loan to the Credit Reference Agencies (‘CRAs’). What happened At the end of January 2025 Mr W arranged a fixed sum loan agreement for £44,000... (4 pages)View decision -
Decision Reference DRN-6275599
22 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6275599 The complaint Miss A and Mr R complain Nationwide Building Society (Nationwide) had a service issue which disrupted access to their account. They further complain about the way Nationwide handled their complaint. As Miss A has raised the complaint, I will refer to her in my ... (2 pages)View decision -
Decision Reference DRN-6073598
22 Apr 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6073598 The complaint Mr S complains that NewDay Ltd trading as Marbles increased the interest rate on his credit card account. What happened Mr S holds a Marbles credit card with NewDay. On 17 September 2025 Mr S received a letter from NewDay advising him that the interest rate on ... (2 pages)View decision -
Decision Reference DRN-6072686
22 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6072686 The complaint Mr K complains that Santander UK Plc won’t refund the money he lost to a scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it in detail here. But in summary, I understand it to be as follows. Mr K was looking... (3 pages)View decision -
Decision Reference DRN-6309799
22 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6309799 The complaint Miss M is unhappy with the service she received from Nationwide Building Society (Nationwide) when she contacted them about trying to locate a payment made to a closed account. What happened Miss M had a bank account with Nationwide which was closed in 2023. I... (3 pages)View decision -
Decision Reference DRN-6279014
22 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6279014 The complaint Mr S complains about the actions taken by HSBC UK Bank Plc trading as first direct after he reported scam concerns. He says first direct is discriminating against him as a disabled customer and causing him money problems. What happened On 30 August 2025, Mr S ... (3 pages)View decision