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 185209 results
-
Decision Reference DRN-6218158
13 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6218158 The complaint Mrs H complains about Nationwide Building Society and how it treated her when she was in one of its branches. What happened Though there are conflicting accounts of what happened in this case, the general background to the complaint is well known to both partie... (3 pages)View decision -
Decision Reference DRN-5957353
13 Apr 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5957353 The complaint Mr C is unhappy with how NewDay Ltd applied payments to a credit card account he held with them. What happened The complaint circumstances are well known to both parties, so I don’t intend to list this chronologically and in detail. However, Mr C had a credit ... (4 pages)View decision -
Decision Reference DRN-5817674
13 Apr 2026 ClearBank Limited Not upheldBanking and PaymentsDRN-5817674 The complaint S, a limited company represented by its director Mr G, complains that Clearbank Limited (Clearbank) won’t refund money that it said it lost to a property investment scam. What happened Mr G says he was introduced to a company I’ll refer to as ‘C’ by a differen... (3 pages)View decision -
Decision Reference DRN-5872318
13 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5872318 The complaint Miss F complains that Lloyds Bank PLC irresponsibly granted her an overdraft, and continued to provide it year on year, when she couldn’t afford to repay. What happened Miss F applied for an overdraft with Lloyds, which was provided to her in early September 2... (4 pages)View decision -
Decision Reference DRN-5930840
13 Apr 2026 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5930840 The complaint Mr S complains SECURE TRUST BANK PUBLIC LIMITED COMPANY trading as Moneyway (Secure Trust) irresponsibly lent to him and misled him about a car finance agreement he entered into with it. What happened Mr S entered into a hire purchase agreement with Secure Tru... (7 pages)View decision -
Decision Reference DRN-6286861
13 Apr 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6286861 The complaint Mr G complains that Santander UK Plc won’t refund the money he lost when he fell victim to an investment scam. Mr G is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well k... (7 pages)View decision -
Decision Reference DRN-6286137
13 Apr 2026 Openwork Limited Not upheldMortgagesDRN-6286137 The complaint Mr and Mrs H complain that Just Mortgages Direct Ltd – an appointed representative of Openwork Limited – gave them incorrect mortgage advice What happened Mr and Mrs H sought mortgage advice from a mortgage broker, Just Mortgages Direct. I will refer to Openwor... (5 pages)View decision -
Decision Reference DRN-6182181
13 Apr 2026 U K Insurance Limited Not upheldConsumer CreditDRN-6182181 The complaint Mr N complains that U K Insurance Limited (“UKIL”) didn’t take payment on the scheduled due date and this caused him some inconvenience. What happened In May 2025, Mr N renewed an insurance policy with a third-party insurance provider. To pay for the policy, M... (3 pages)View decision -
Decision Reference DRN-6240152
13 Apr 2026 MONZO BANK LIMITED UpheldBanking and PaymentsDRN-6240152 The complaint Mr M complains that Monzo Bank Limited blocked then closed his account. And sent money that was paid into his account back to source. He’s also unhappy with the service Monzo provided. What happened The detailed background to this complaint is well known to bo... (5 pages)View decision -
Decision Reference DRN-6079930
13 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6079930 The complaint Mrs C complains that Barclays Bank UK PLC won’t refund the money she lost to a scam. What happened The details of this complaint are well-known to both parties. So rather than repeat them all here, I’ve summarised the events key to my determination. In early 20... (9 pages)View decision