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-5724288
12 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5724288 The complaint Mr N complains about the service provided by Nationwide Building Society (‘the Society’) when it blocked a payment he wanted to make and applied account restrictions which will remain in place until he completes further security checks. What happened When Mr N... (2 pages)View decision -
Decision Reference DRN-5750485
12 Aug 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5750485 The complaint Mr M complains that Bank of Scotland plc trading as Halifax failed to treat him fairly when his mortgage was in arrears. He asks for clarity regarding Halifax’s intentions and a hold on recovery action to allow him time to sell the property. What happened Mr M’... (5 pages)View decision -
Decision Reference DRN-5531532
12 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5531532 The complaint Mr H complains that Lloyds Bank PLC delayed in refunding an interest penalty when he closed his fixed rate bond. What happened In February 2024 Mr H took out a fixed rate bond with Lloyds. However, his accounts were closed down so he had to cash in his bond. To... (2 pages)View decision -
Decision Reference DRN-5739894
12 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5739894 The complaint Mr M complains that Capital One (Europe) plc (‘Capital One’) didn’t support him appropriately when he was in financial difficulty and defaulted his credit card account unfairly. Mr M wants to bring his account up to date and have the default removed. What happe... (3 pages)View decision -
Decision Reference DRN-5693830
12 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5693830 The complaint Mr P complains that Lloyds Bank PLC held him liable for two failed cash withdrawals. What happened On 20 November 2024, Mr G says he tried to withdraw £400 from an Automated Teller Machine (ATM) but no cash was dispensed, and his card was retained in the machin... (3 pages)View decision -
Decision Reference DRN-5190344
12 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5190344 Complaint Miss D is unhappy that Revolut Ltd didn’t refund her after she reported falling victim to a scam. Background In late 2023, Miss D was the victim of a scam commonly referred to as a "safe account" scam. She received a phone call from someone claiming to be... (2 pages)View decision -
Decision Reference DRN-5743141
12 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5743141 The complaint Miss H complains that Nationwide Building Society gave her an overdraft and subsequent limit increases which she couldn’t afford to repay. What happened In October 2015 Nationwide agreed an initial overdraft limit of £100 on Miss H’s current account. It then we... (5 pages)View decision -
Decision Reference DRN-5734500
12 Aug 2025 Tranzfar Ltd UpheldBanking and PaymentsDRN-5734500 The complaint Mr C complains that Tranzfar Ltd failed to carry out a foreign currency transfer that he instructed and has not refunded the payment that was deducted from his account. What happened On 2 July 2024 Mr C instructed a payment transfer of €3,500 via Tranzfar Ltd ... (2 pages)View decision -
Decision Reference DRN-5748725
12 Aug 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5748725 The complaint Mr C has complained about the administration of his car finance agreement by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”). What happened AFS supplied Mr C with a car on a hire agreement in July 2021. The agreement set o... (4 pages)View decision -
Decision Reference DRN-5750386
12 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5750386 The complaint Miss E complains that National Westminster Bank Public Limited Company (“NatWest”) applied charges and interest on an overdraft facility unfairly when she was in financial difficulties. What happened Miss E complained to NatWest in 2023 to say that her account ... (2 pages)View decision
