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 171071 results
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Decision Reference DRN-5702906
6 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5702906 The complaint Mr W and Mrs W complain that National Westminster Bank Public Limited Company has an illogical way of dealing with faster payments and this caused an overdraft on their account. What happened Mr W and Mrs W transferred £10,000 on 17 March 2025 from their bank a... (2 pages)View decision -
Decision Reference DRN-5586519
6 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5586519 The complaint Mr E complains about the way American Express Services Europe Limited handled his claim for a refund when hotel accommodation was not of a satisfactory standard. He paid for the hotel room using his Amex credit card. What happened In October 2024 Mr E’s wife bo... (3 pages)View decision -
Decision Reference DRN-5601234
6 Aug 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5601234 The complaint Mr E complains that Shawbrook Bank Limited incorrectly reported late payments to the credit reference agencies. What happened Mr E says that at the time of the late payment marker his loan account was up to date and the payment had been made on time. He says S... (3 pages)View decision -
Decision Reference DRN-5738128
6 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5738128 The complaint Ms P is unhappy with Santander UK Plc’s (Santander) response to her claim made under s.75 of the Consumer Credit Act 1974 (CCA). Ms W has been added as a representative on this complaint, but for ease of reading I’ll mostly refer to Ms P throughout. What happen... (5 pages)View decision -
Decision Reference DRN-5608634
6 Aug 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5608634 The complaint Mr C is unhappy that he had to pay a higher advance payment for a car supplied to him under a hire agreement with Motability Operations Limited trading as Motability Operations (“Motability”). Mr C’s representative, Mrs C, brought the complaint on his behalf. ... (3 pages)View decision -
Decision Reference DRN-5738630
6 Aug 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5738630 The complaint Mrs W is unhappy that The Co-operative Bank Plc, trading as Smile, applied interest to her purchase balance on her credit card account. What happened Mrs W has a credit card account with Smile. Mrs W initially used the account solely for purchases and ensured ... (5 pages)View decision -
Decision Reference DRN-5738690
6 Aug 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5738690 The complaint Mr and Mrs M complain that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against p... (20 pages)View decision -
Decision Reference DRN-5721130
6 Aug 2025 Lifestyle Loans Ltd Not upheldConsumer CreditDRN-5721130 The complaint Mr L complains that Lifestyle Loans Ltd was irresponsible in its lending to him. He wants all interest he has paid on his loans refunded and a gesture of goodwill for the financial stress he has been caused. What happened Mr L was provided with two loans by Lif... (4 pages)View decision -
Decision Reference DRN-5204243
6 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5204243 The complaint Mr P complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund him the amount he says he lost as the result of multiple scams. Mr P is being represented by a third party. To keep things simple, I will refer to Mr P througho... (2 pages)View decision -
Decision Reference DRN-5738279
6 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5738279 The complaint Mr H complains about the delay in receiving a credit into his Nationwide Building Society (‘Nationwide’) credit card account. He also complains that Nationwide caused distress to his family by calling a landline number when they were grieving. What happened The... (2 pages)View decision
