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 162956 results
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Decision Reference DRN-5342490
6 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5342490 Complaint Mr T has complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Background One of our inv... (3 pages)View decision -
Decision Reference DRN-4863024
6 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4863024 The complaint Mr R is unhappy that Lloyds Bank PLC won’t allow him to make payments to his Bounce Bank Loan servicing account via direct debit. What happened Mr R, a sole trader, has a Bounce Back Loan (“BBL”) with Lloyds. Mr R’s main business banking is with another bank. H... (3 pages)View decision -
Decision Reference DRN-5375844
6 Mar 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5375844 The complaint Ms M complains Volkswagen Financial Services (UK) Limited trading as Seat Financial Services (VWFS) supplied her with a car that she believes wasn’t of satisfactory quality. What happened In February 2023, Ms M entered into a 60 month hire purchase agreement f... (4 pages)View decision -
Decision Reference DRN-4885509
6 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4885509 The complaint and background. Mr and Mrs T complain Nationwide Building Society won’t reimburse over £20,000 that they lost to an investment scam, as follows: Payment number Date Amount 1 8 August 2022 £235.27 2 27 August 2022 £2,006 3 1 November 2022 £1 4 1 November 2022 £... (2 pages)View decision -
Decision Reference DRN-5332792
6 Mar 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5332792 The complaint Miss A complains that Zopa Bank Limited (“Zopa”) gave her a hire purchase agreement where the interest rate that has been applied to the agreement is too high given that Miss A says she has “…good credit…”. What happened In May 2024, Zopa provided Miss A with ... (3 pages)View decision -
Decision Reference DRN-5297246
6 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5297246 Complaint Mr R has complained about the quality of a car that N.I.I.B Group Limited (trading as “Northridge Finance”) supplied to him through a hire-purchase agreement. Background In June 2024, Northridge Finance provided Mr R with finance for a used car. The car was just o... (5 pages)View decision -
Decision Reference DRN-4829341
6 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4829341 The complaint Miss Z is complaining that Barclays Bank UK PLC didn’t do enough to prevent her from making payments to a scam, and didn’t refund the payments she made. What happened Both parties are familiar with the circumstances of the scam, so I’ll only summarise them here... (3 pages)View decision -
Decision Reference DRN-5250840
6 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5250840 The complaint Mrs L is unhappy that she’s been the victim of fraud from an account she previously held with Nationwide. What happened In June 2022, Mrs L contacted Nationwide regarding concerns she had about her account. She told the society that she didn’t apply for the cur... (2 pages)View decision -
Decision Reference DRN-5349444
6 Mar 2025 Secure Trust Bank Plc UpheldConsumer CreditDRN-5349444 The complaint Mr K complains about the quality of a used car he acquired through a hire purchase agreement with Secure Trust Bank Plc trading as Moneyway (‘Moneyway’). Mr K says that the car wasn’t of satisfactory quality. What happened Mr K’s complaint is about the quality... (5 pages)View decision -
Decision Reference DRN-5100025
6 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5100025 The complaint Mr R complains that Revolut Ltd (“Revolut”) won’t refund the money he lost as part of a scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events here. In 2023, Mr R saw an advert for a company tha... (6 pages)View decision
