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-5737425
3 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5737425 The complaint Mr M complains Bank of Scotland trading as Halifax (Halifax) closed his credit card account and registered a fraud marker at Cifas, the national fraud database. What happened Mr M took out a credit card with Halifax in July 2024 with a £10,000 limit. Mr M used ... (4 pages)View decision -
Decision Reference DRN-5366759
3 Sep 2025 Bank of London and The Middle East plc UpheldBanking and PaymentsDRN-5366759 The complaint Mr A complains about Bank of London and The Middle East plc trading as ‘Nomo’. What happened Mr A was travelling to the USA on holiday. Prior to travel, he transferred $10,000 to his Nomo USD account, which was successful, and then a further £7,800 to his Nomo... (2 pages)View decision -
Decision Reference DRN-5766520
3 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5766520 The complaint Miss H complains that Barclays Bank UK PLC trading as Barclaycard reported a late payment marker on her credit file after she’d paid her account balance and closed the account. What happened Miss H held a credit card account with Barclaycard. She wanted to clos... (3 pages)View decision -
Decision Reference DRN-5692916
3 Sep 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5692916 The complaint Mr R complains about the way the Co-operative Bank Plc handled his request to change his name – he believes there might be deliberate malicious intent. What happened Mr R changed his name at the end of 2024 using an unenrolled deed poll. He asked a number of or... (2 pages)View decision -
Decision Reference DRN-5691758
3 Sep 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5691758 The complaint Mrs B and Mr S complain that for a period in 2024 they missed making their mortgage payments on their residential property as they fell due and Kensington Mortgage Company Limited failed to notify them about the missed payments. What happened Mrs B and Mr S hav... (2 pages)View decision -
Decision Reference DRN-5762074
3 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5762074 The complaint Mr S and Miss G complain that Lloyds Bank PLC closed their joint account. Mr S says this was done over the Christmas period, so having 65 days’ notice was not much time to pay off the overdraft and find other banking facilities. He also says Lloyds should’ve pr... (3 pages)View decision -
Decision Reference DRN-5779370
3 Sep 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5779370 The complaint Ms N complains that Home Retail Group Card Services Limited trading as Argos Financial Services (Argos) lent irresponsibly when it approved her credit card application. What happened - In April 2017 Ms N applied for an Argos credit card. - Argos has explained ... (2 pages)View decision -
Decision Reference DRN-5566670
3 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5566670 The complaint Miss H complains Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) irresponsibly lent to her. What happened In October 2020 Miss H applied for a card with Tesco. The application was approved and she was given a limit of £500. In February 2021 the limit was ... (3 pages)View decision -
Decision Reference DRN-5726805
3 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5726805 The complaint Mr W complains that Barclays Bank UK PLC won’t refund money he lost to a scam. Mr W is represented by a firm, but for ease, I have only referred to Mr W here. What happened Mr W said the following faster payments were made as a result of a scam. Date Type of Tr... (3 pages)View decision -
Decision Reference DRN-5178651
3 Sep 2025 Zempler Bank Limited UpheldBanking and PaymentsDRN-5178651 The complaint Ms W, via her deputy, complains that Zempler Bank Limited didn’t administer her account correctly after it received a Court of Protection order. What happened In August 2022, Zempler received a Court of Protection order for Ms W. This was added to her file. In ... (3 pages)View decision
