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-5677224
12 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5677224 The complaint Mr M complains that National Westminster Bank plc (‘NatWest’) didn’t provide his credit agreement for his account ending 849. Mr M wants clarity regarding his debt and for his distress and inconvenience to be recognised. What happened Mr M’s banked with NatWe... (3 pages)View decision -
Decision Reference DRN-5749021
12 Aug 2025 Elderbridge Limited Not upheldMortgagesDRN-5749021 The complaint Mr O complains that Elderbridge Limited didn’t tell him when his mortgage was transferred to it in 2016 that it didn’t offer new interest rate products, it didn’t give him advance notice of the transfer, and it won’t now offer him a new rate. What happened Mr O... (2 pages)View decision -
Decision Reference DRN-5733501
12 Aug 2025 Leeds Building Society Not upheldMortgagesDRN-5733501 The complaint Miss M’s complaint is about a mortgage she took out with Leeds Building Society (LBS) to purchase a share in a leasehold property, a one-bedroomed flat in a block. The owner of the remaining share is a housing association I’ll refer to here as P. P is therefore... (3 pages)View decision -
Decision Reference DRN-5282699
12 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5282699 The complaint Miss J complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money she lost as the result of a scam. What happened In January 2024, Miss J received a message saying that a parcel delivery had failed and a fee had to be paid to arrange redelivery. M... (3 pages)View decision -
Decision Reference DRN-5667499
12 Aug 2025 Wirex Limited UpheldBanking and PaymentsDRN-5667499 The complaint Ms G complains that Wirex Limited won’t refund payments she made as part of a scam. Ms G brings her complaint through representatives, but for simplicity I’ve referred to the actions of Ms G throughout. What happened In 2023 Ms G came across an advert for a cry... (5 pages)View decision -
Decision Reference DRN-5254682
12 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5254682 The complaint Mr M is unhappy Monzo Bank Ltd will not refund the money he lost as the result of a scam. Mr M brought his complaint through a representative. For ease of reading I will refer solely to Mr M in this decision. What happened As both parties are aware of the detai... (3 pages)View decision -
Decision Reference DRN-5376957
12 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5376957 The complaint Mr N complains that HSBC UK Bank Plc (“HSBC”) acted irresponsibly when it failed to monitor his overdraft and act on patterns of reliance and that it failed to spot signs of his financial difficulties. What happened On 18 November 2018, Mr N opened a HSBC adva... (4 pages)View decision -
Decision Reference DRN-5634553
12 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5634553 The complaint Mr S has complained American Express Services Europe Limited wouldn’t accept a credit card account had been opened fraudulently in his name. He was also concerned that they required him to phone them to formally report this as fraud as he didn’t see this as req... (3 pages)View decision -
Decision Reference DRN-5746237
12 Aug 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5746237 The complaint Miss W complains about the quality of a used car that was supplied through a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (SMF). What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional de... (3 pages)View decision -
Decision Reference DRN-5705998
12 Aug 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5705998 The complaint Mr J complains that HSBC UK Bank Plc declined his application for a personal loan and didn’t provide him with the reason why. What happened In April 2025 Mr J applied for a personal loan of £20,000 with HSBC. His application was declined. Mr J contacted HSBC fo... (2 pages)View decision
