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-5742502
20 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5742502 The complaint Mr M complains that Bank of Scotland plc trading as Halifax did not treat him fairly in branch with his request for paper statements of his account, in fact it was rude and humiliated him. 1. What happened 1.1 In March 2025 Mr M went into a branch of Halifax t... (4 pages)View decision -
Decision Reference DRN-5559033
20 Aug 2025 The Co-operative Bank Plc Not upheldMortgagesDRN-5559033 The complaint Mr P and Mr V complain that The Co-operative Bank Plc (“Co-op”) won’t let them port their mortgage to a property in Northern Ireland. Mr P and Mr V say Co-op’s online information about porting isn’t clear, and preventing them moving to Northern Ireland is discr... (3 pages)View decision -
Decision Reference DRN-5602389
20 Aug 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5602389 The complaint Mr H complains that a used car supplied by Blue Motor Finance Ltd (Blue Motor) under a hire purchase agreement is of unsatisfactory quality. What happened Mr H took out the hire purchase agreement with Blue Motor in July 2024. The cash price of the car was £15... (4 pages)View decision -
Decision Reference DRN-5680429
20 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5680429 The complaint Mr F complains about Nationwide Building Society after £1000 cash he withdrew from a branch of theirs, was stolen. What happened In March 2025, Mr F made a cash withdrawal at the counter of £1000 which he took in an envelope and left the branch. Within minutes... (2 pages)View decision -
Decision Reference DRN-5642401
20 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5642401 The complaint Mr S is unhappy with several aspects of the service that he’s received from National Westminster Bank Public Limited Company (“NatWest”). What happened Mr S submitted a loan application to NatWest. Unfortunately, Mr S spelt his middle name incorrectly on the ap... (3 pages)View decision -
Decision Reference DRN-5764055
20 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5764055 The complaint Mr C complains Nationwide Building Society won’t refund him for payments which he says he didn’t agree to. What happened In the early hours of 13 December 2023, Mr C received a text purporting to be from Nationwide which said a payment had been attempted, using Go... (5 pages)View decision -
Decision Reference DRN-5656645
20 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5656645 The complaint Mr D complains that Nationwide Building Society didn’t provide him with the new ‘regular saver’ account he opened and that it instead paid his standing order to a different account. What happened Mr D explains that he’d been paying £200 a month to a previous re... (3 pages)View decision -
Decision Reference DRN-5705814
20 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5705814 The complaint Mr D’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (‘the Lender’), acted unfairly and unreasonably by: (1) Being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (‘CCA’). (2) Deciding against pa... (3 pages)View decision -
Decision Reference DRN-5763719
20 Aug 2025 Saffron Building Society UpheldBanking and PaymentsDRN-5763719 The complaint Mr F complained that Saffron Building Society (‘the Society’) should pay him more compensation than it had offered, after he had problems trying to access its app and the Society admitted it failed to respond as quickly as it should’ve done when he sent a secur... (3 pages)View decision -
Decision Reference DRN-5739123
20 Aug 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5739123 The complaint Mr S complains that Metro Bank PLC didn’t issue him with a new bank card when his old one expired and that it provided poor customer service. What happened Mr S explains that he wanted to use his card in May 2025 but found that it had already expired in Februar... (2 pages)View decision
