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-5751150
13 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5751150 The complaint Ms Q is unhappy that Nationwide Building Society (‘the Society’) allowed the other joint account holder to close two joint accounts without her knowledge or agreement, after she’d taken steps to prevent this being able to happen. The Society admitted it made a... (3 pages)View decision -
Decision Reference DRN-5696430
13 Aug 2025 Leeds Building Society Not upheldMortgagesDRN-5696430 The complaint Mr K is unhappy that Leeds Building Society (LBS) says he still has an amount outstanding on his mortgage, that it says needs to be paid. What happened Mr K says he originally took out a mortgage in 1981. The mortgage was with a lender that was a predecessor to... (4 pages)View decision -
Decision Reference DRN-5752131
13 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5752131 The complaint Mr C is unhappy that Barclays Bank UK PLC, trading as Tesco Bank, approved his request for an account balance write-off in 2023, only to later restore the balance of his account and default his account for non-payment. What happened Mr C had a Tesco credit card... (5 pages)View decision -
Decision Reference DRN-5050857
13 Aug 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5050857 The complaint Miss B complains that Tesco Personal Finance Limited trading as Tesco Bank (‘Tesco’) won’t refund her the money she lost after she fell victim to a scam. What happened The background to this complaint is well known to both parties and has been laid out in deta... (3 pages)View decision -
Decision Reference DRN-5663520
13 Aug 2025 Wirex Limited UpheldBanking and PaymentsDRN-5663520 The complaint Mr I is unhappy Wirex Limited won’t refund payments he sent as part of a scam. Mr I brings his complaint via professional representatives, but for simplicity I’ve referred to the actions of Mr I throughout this decision. What happened In 2023 Mr I saw an advert... (5 pages)View decision -
Decision Reference DRN-5743142
13 Aug 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5743142 The complaint Mr F complains that Madison CF UK Limited trading as 118 118 Money (118 118 Money) didn’t sufficiently check whether he could afford to sustain the repayments when they agreed to lend to him. In bringing his complaint Mr F is represented by a third party. For e... (3 pages)View decision -
Decision Reference DRN-5214076
13 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5214076 The complaint Mr M complains about the quality of a used car he acquired through a hire purchase agreement (HPA) financed by Volkswagen Financial Services (UK) Limited (VWFS). What happened In October 2023, Mr M acquired a used car through a HPA, financed by VWFS. The car wa... (4 pages)View decision -
Decision Reference DRN-4991736
13 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-4991736 The complaint Mr M complains about the quality of a used car he acquired through a hire purchase agreement (HPA) financed by Volkswagen Financial Services (UK) Limited (VWFS). What happened In October 2023, Mr M acquired a used car through a HPA, financed by VWFS. The car wa... (4 pages)View decision -
Decision Reference DRN-5227920
13 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5227920 The complaint Mr A complains that Revolut Ltd won’t refund money he lost to a scam. Mr A is professionally represented, however, to keep things simple, I’ll refer to Mr A throughout my decision. What happened The background to this complaint is well known to both parties, so... (3 pages)View decision -
Decision Reference DRN-5682569
13 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5682569 The complaint Mr T complains that Starling Bank Limited recorded a Cifas marker against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. In November 2021 Starli... (3 pages)View decision
