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 163568 results
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Decision Reference DRN-5370405
18 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5370405 The complaint Mr O is unhappy with several aspects of the service he’s received from Santander UK Plc. What happened In 2022 and 2023, Mr O made a series of complaints to Santander regarding several issues surrounding their administration of his Bounce Back Loan (“BBL”) abou... (4 pages)View decision -
Decision Reference DRN-5353043
18 Mar 2025 The Mortgage Business Plc Not upheldMortgagesDRN-5353043 The complaint Mr and Mrs D’s complaint is about the way The Mortgage Business Plc (TMB) dealt with the sale of a buy-to-let (BTL) property. After the mortgage term expired, Mr and Mrs D tried to sell the property, but without success. They agreed with TMB that it would take ... (5 pages)View decision -
Decision Reference DRN-4879257
18 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4879257 The complaint Ms C complains about how American Express Services Europe Limited (“Amex”) handled a claim she made in relation to a transaction on her credit card. What happened Ms C says she intended to purchase festival tickets from a company I’ll refer to as “S” in June 20... (3 pages)View decision -
Decision Reference DRN-5071327
18 Mar 2025 Go Car Credit Limited UpheldConsumer CreditDRN-5071327 The complaint Miss W is unhappy with the quality of a car supplied by Go Car Credit Limited using a hire purchase agreement. What happened Miss W acquired her car using a hire purchase agreement from Go Car Credit Limited in August 2023 for £8,995. It had been driven 62,560 ... (4 pages)View decision -
Decision Reference DRN-5330155
18 Mar 2025 Nationwide Building Society UpheldConsumer CreditDRN-5330155 The complaint Mrs T complains that Nationwide Building Society (NBS) irresponsibly lent to her. What happened In March 2021 Mrs T entered into a Fixed Sum loan agreement with NBS for £15,000. The loan was to be repaid over 84 months at £254.90 a month. After interest and cha... (5 pages)View decision -
Decision Reference DRN-5265306
18 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5265306 The complaint Mr A complains that Monzo Bank Ltd blocked his current account and reported a CIFAS marker against his name. He’d like the CIFAS marker removed. What happened In May 2024 Mr A opened a current account with Monzo. He received multiple payments into the account ... (3 pages)View decision -
Decision Reference DRN-5404737
18 Mar 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5404737 The complaint Miss P complains that Barclays Bank UK PLC was irresponsible in its lending to her. She wants all interest and charges she has paid refunded along with 8% simple interest and any adverse information about these loans removed from her credit file. Miss P is repr... (6 pages)View decision -
Decision Reference DRN-4815715
18 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4815715 The complaint Miss S has complained that Revolut Ltd (“Revolut”) failed to protect her from falling victim to an impersonation scam and hasn’t refunded the money she lost in the scam. What happened The background of this complaint is already known to both parties, so I won’... (6 pages)View decision -
Decision Reference DRN-5404892
18 Mar 2025 NCO Europe Limited UpheldConsumer CreditDRN-5404892 The complaint Miss T complains about the service she received from NCO Europe Limited (NCO) when trying to get some information about her debt account. What happened Miss T has a debt account which NCO administers on behalf of the debt servicer. In August 2024 Miss T called ... (2 pages)View decision -
Decision Reference DRN-5199888
18 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5199888 The complaint Miss I complains National Westminster Bank Plc (“NatWest”): Blocked and the closed her accounts and did so without explanation. Only allowed access to her funds during the time the accounts were blocked by going into a branch which was impossible for her d... (4 pages)View decision
