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 164078 results
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Decision Reference DRN-5677295
14 Jul 2025 Topaz Finance Limited Not upheldMortgagesDRN-5677295 The complaint Miss R complains that Topaz Finance Limited trading as Hyalite Mortgages unfairly took possession of a property she owned. She said there was borrowing taken fraudulently against the property without her knowledge. What happened On 8 August 1988, Miss R and two... (3 pages)View decision -
Decision Reference DRN-5500648
14 Jul 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5500648 The complaint Ms C complained that The Co-operative Bank Plc, trading as Smile, had not returned money to her account from a failed transfer to another bank account that she held. What happened On 17 February 2025 Ms C transferred £5,000 to her account with another bank, an... (3 pages)View decision -
Decision Reference DRN-5566468
14 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5566468 The complaint Mr W complains about the policy of Nationwide Building Society (NBS) when they requested from him, a certain piece of information. What happened Being a customer of NBS for many years, when Mr W was online attempting to do some banking, he was presented with a... (2 pages)View decision -
Decision Reference DRN-5683446
14 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5683446 The complaint Mr H is unhappy with how NewDay Ltd (‘NewDay’) reported information about his Aqua credit card and Bip credit accounts to the Credit Reference Agencies (‘CRAs’) following his Debt Relief Order. Mr H wants his credit file amending and compensation for his distr... (3 pages)View decision -
Decision Reference DRN-5525921
14 Jul 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5525921 The complaint Mr W complains that Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services (AFS) misled him over the amount he would need to pay if he ended his contract early. He would like this charge refunded. What happened The details of this compl... (2 pages)View decision -
Decision Reference DRN-5670216
14 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5670216 The complaint Mr S complains that Nationwide blocked and then closed his account in January 2024. He does not understand why Nationwide decided to do this. He also complains about how Nationwide treated him when his accounts were blocked. He says Nationwide treated him diff... (5 pages)View decision -
Decision Reference DRN-5527517
14 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5527517 The complaint Miss R complains about the negative impact on her following Nationwide Building Society closing her account in error. What happened Around November last year, Miss R wrote to Nationwide asking that it close one of two accounts she held with the firm. Nationwide... (2 pages)View decision -
Decision Reference DRN-5656066
14 Jul 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5656066 Complaint Mr N has complained about personal loans which Madison CF UK Limited (trading as “118 118 Money”) provided to him. He’s said that these loans were unaffordable and that as sufficient checks would have shown this, he shouldn’t have been provided with them. Backgro... (5 pages)View decision -
Decision Reference DRN-5674340
14 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5674340 Complaint Mr W has complained about the overdraft charges Lloyds Bank PLC (“Lloyds”) applied to his account. Mr W is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr W’s account were unfair as there was a ... (5 pages)View decision -
Decision Reference DRN-5676751
14 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5676751 Complaint Mr and Mrs D have complained about the overdraft charges HSBC UK Bank Plc (“HSBC”) applied to their current account. Mr and Mrs D are being represented, by the (“representative”), in their complaint. The representative has said the charges applied to Mr and Mrs D... (4 pages)View decision
