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-5669094
2 Sep 2025 Nationwide Building Society UpheldMortgagesDRN-5669094 The complaint Mr and Mrs W’s complaint relates to their mortgage held with Nationwide Building Society. They’re unhappy that they’ve been offered higher interest rates than new customers and they say that during the online rate switch application process the rates were chang... (3 pages)View decision -
Decision Reference DRN-5750374
2 Sep 2025 Bank of Scotland Plc UpheldMortgagesDRN-5750374 The complaint Mr B complains that Bank of Scotland plc trading as Birmingham Midshires said he could cancel his new fixed interest rate deal even after it had been applied. But when he asked to change his rate, BM said he’d have to pay higher interest for a month. What happe... (7 pages)View decision -
Decision Reference DRN-5684157
2 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5684157 The complaint Mr S complains NewDay Ltd trading as Fluid (NewDay) failed to carry out suitable financial checks before it approved a credit card account for him. What happened Mr S says NewDay approved a credit card account for him in February 2024 with a credit limit of £2,... (3 pages)View decision -
Decision Reference DRN-5501223
2 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5501223 The complaint Miss S complains that NewDay Ltd irresponsibly lent to her. What happened Miss S was approved for a branded NewDay credit card (which I will refer to as A in this decision) in August 2021, with a £900 credit limit. Miss S was approved for another branded NewDay... (3 pages)View decision -
Decision Reference DRN-5785748
2 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5785748 The complaint Mr S complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) recorded a default against his credit file. What happened Tesco said it received an instruction from Mr S’s bank in October 2022 to cancel the direct debit which was set up to pay his cre... (4 pages)View decision -
Decision Reference DRN-5576211
2 Sep 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5576211 The complaint Ms A complains Bank of Scotland plc trading as Halifax won’t refund transactions made from an account in her name which she says she didn’t make or authorise. What happened In June 2022, a current account was opened in Ms A’s name with Halifax. Ms A says this ... (3 pages)View decision -
Decision Reference DRN-5700071
2 Sep 2025 Skipton Building Society Not upheldMortgagesDRN-5700071 The complaint The estate of the late Mrs E complains that Skipton Building Society wrote to Mrs E’s executor, telling him he could take out a new fixed interest rate product on the late Mrs E’s buy to let mortgage. But when the executor tried to do this, Skipton said it wasn... (4 pages)View decision -
Decision Reference DRN-5751815
2 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5751815 The complaint Mr H complains about the service he received from Nationwide Building Society (‘Nationwide’) when he attempted to switch his current account to Nationwide. What happened In March 2025 Nationwide were offering a £175 switch incentive for customers who transferr... (2 pages)View decision -
Decision Reference DRN-5633680
2 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5633680 The complaint Miss Y complains that Capital One (Europe) plc irresponsibly lent to her. Miss Y is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss Y ... (3 pages)View decision -
Decision Reference DRN-5695289
2 Sep 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5695289 The complaint Mr T complains that Blue Motor Finance Ltd (BMF) treated him unfairly when he made it aware of his financial difficulties and medical circumstances. He’s unhappy he’s been asked to make payments towards a hire purchase agreement when it’s clear he cannot afford... (5 pages)View decision
