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 171072 results
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Decision Reference DRN-5450716
8 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5450716 The complaint Mr O is unhappy Lloyds Bank Plc (“Lloyds”) hasn’t offered him a refund after he complained about being the victim of a scam. What happened Mr O says he found an advert for a car on a classified ads website for £2,000. Interested, Mr O went to see the car in per... (4 pages)View decision -
Decision Reference DRN-5735085
8 Aug 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5735085 The complaint Mr M complains about the outcome of a claim he made under section 75 of the Consumer Credit Act 1974 to Tesco Personal Finance Limited (“Tesco”). Mr M is represented in this complaint by his daughter. For ease of reference and reading, I’ll refer to Mr M throug... (4 pages)View decision -
Decision Reference DRN-5361862
8 Aug 2025 Next Retail Limited Not upheldConsumer CreditDRN-5361862 The complaint Mr H complains that Next Retail Limited (“Next”) recorded a hard search on his credit file and opened a credit agreement for him without his consent. He also complains they didn’t close his account when he asked them to. What happened The background of this com... (3 pages)View decision -
Decision Reference DRN-5346946
8 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5346946 The complaint Mr K complains about how Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) dealt with a claim he made in relation to a transaction financed using a fixed sum loan agreement. What happened In July 2023, Mr K bought flooring from a compan... (4 pages)View decision -
Decision Reference DRN-5603256
8 Aug 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5603256 The complaint Mr T says Zopa Bank Limited irresponsibly lent to him. What happened Zopa gave Mr T a 36-month loan for £10,000 in March 2022. The monthly repayments were £392.10 and the total repayable was £14,115.59. Mr T has told us he entered a debt management plan in Apri... (3 pages)View decision -
Decision Reference DRN-5594865
8 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5594865 The complaint Mr M complains that National Westminster Bank Public Limited Company, trading as NatWest Boxed, acted irresponsibly when he applied for a loan. What happened Mr M explains that he suffers from mental health issues including severe depression and anxiety and th... (4 pages)View decision -
Decision Reference DRN-5721995
8 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5721995 The complaint Mr W complains that Santander UK Plc failed to record his vulnerability in its records. As a result, it allowed him to close an ISA, with a loss of interest and tax benefits He is the brother of and is represented by Ms W, who holds a Power of Attorney (PoA) fo... (3 pages)View decision -
Decision Reference DRN-5742180
8 Aug 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5742180 The complaint Mr B complains about Tesco Personal Finance Limited trading as Tesco Bank’s handling of a claim he made under Section 75 of the Consumer Credit Act 1974 (Section 75). What happened In January 2022, Mr B received a letter from a company that administers a timesh... (5 pages)View decision -
Decision Reference DRN-5289171
8 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5289171 The complaint Mr and Mrs L complain that Nationwide Building Society won’t reimburse the money they paid for building work which was not completed. What happened Mr and Mrs L instructed a building company, which I’ll refer to as ‘M’, to carry out extensive works on their pro... (3 pages)View decision -
Decision Reference DRN-5725700
8 Aug 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5725700 The complaint Mr and Mrs C complain TSB Bank plc won’t refund transactions made on their current account which they say were unauthorised. What happened On 12 May 2024, Mr and Mrs C noticed 26 transactions totalling £501 had been made from their account to a gambling websit... (3 pages)View decision
