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 170994 results
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Decision Reference DRN-5707929
26 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5707929 The complaint Mr M has complained Nationwide Building Society won’t refund him for transactions he didn’t authorise. What happened In November 2024 on a night out, Mr M had his phone stolen. He’d been using it at the time. There were numerous transactions made using Mr M’s d... (3 pages)View decision -
Decision Reference DRN-5771792
26 Aug 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5771792 The complaint Miss R complains about a claim she made to Capital One (Europe) plc (Capital One) in respect of a holiday resort not being as described. What happened In April 2024, Miss R made a partial payment of £700 using her Capital One credit card for a packaged holiday ... (7 pages)View decision -
Decision Reference DRN-5636832
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5636832 The complaint Mr I is unhappy Monzo Bank Ltd (‘Monzo’) haven’t agreed a chargeback for a purchase he made using his debit card. What happened In July 2024, Mr I made a transaction to an online clothing retailer for £577.60. After Mr I received the items, he decided he no lo... (3 pages)View decision -
Decision Reference DRN-5553816
26 Aug 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5553816 The complaint Miss M complains that Lowell Portfolio I Ltd (Lowell) are pursuing her for a debt they haven’t proven is valid and owing. What happened Miss M’s complaint centres around a loan account in Miss M’s name that was taken with a bank – I’ll refer to as N. The loan a... (4 pages)View decision -
Decision Reference DRN-5773457
26 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5773457 The complaint and background Mr B complains that Bank of Scotland plc trading as Halifax won’t reimburse the money he lost when he fell victim to a scam. Our investigator didn’t uphold the complaint. Although he found Halifax should have enquired about one of the payments, h... (3 pages)View decision -
Decision Reference DRN-5598916
26 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5598916 The complaint Mrs T has complained Clydesdale Bank plc, trading as Virgin Money, failed in any safeguarding of her expenditure when she spent on gaming sites in 2024-25. What happened Mrs T is represented in her complaint by her husband. For ease I will refer to both through... (3 pages)View decision -
Decision Reference DRN-5776506
26 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5776506 The complaint X complains about excess mileage charges BMW Financial Services (GB) Limited (BMWFS) asked him to pay at the end of his finance agreement and about adverse reports they have been making to his credit file. What happened I issued a provisional decision on this c... (4 pages)View decision -
Decision Reference DRN-5777341
26 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5777341 The complaint Ms T has complained about what happened when she needed NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY to complete a form for the Department for Work and Pensions (DWP) so she could claim Support for Mortgage Interest (SMI). What happened Ms T complained to N... (4 pages)View decision -
Decision Reference DRN-5709462
26 Aug 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5709462 The complaint Mr H is unhappy with the way Volkswagen Financial Services (UK) Limited (“VWFS”) handled the settlement of his finance agreement. What happened Mr H bought a car with finance provided by VWFS. When he changed his car, he took out finance with VWFS again. The d... (3 pages)View decision -
Decision Reference DRN-5777278
26 Aug 2025 Age Partnership Limited Not upheldMortgagesDRN-5777278 The complaint Mr and Mrs H complain that Age Partnership Limited incorrectly told them that they would not be able to get an equity release mortgage because of the way their home was constructed. What happened In August 2022, Mr and Mrs H approached Age Partnership with a vi... (2 pages)View decision
