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-5313106
29 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5313106 The complaint Mr and Mrs J complain that Nationwide blocked their bank account. What happened Mr and Mrs J had an account with Nationwide. In June 2024, Nationwide emailed Mrs J to say it had blocked the account because it needed more information about her. Mr and Mrs J thin... (3 pages)View decision -
Decision Reference DRN-5722682
29 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5722682 The complaint Ms B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Ms B applied for an Aqua credit card in April 2020. In her application, Ms B said she had an annu... (3 pages)View decision -
Decision Reference DRN-5716335
29 Jul 2025 The Right Mortgage Limited UpheldMortgagesDRN-5716335 The complaint Mrs C and Mr O complain about mortgage advice they received from an appointed representative of The Right Mortgage Limited (TRM). They say it failed to arrange the right amount of borrowing, leaving them with a substantial shortfall when the mortgage completed.... (4 pages)View decision -
Decision Reference DRN-5722637
29 Jul 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5722637 The complaint Mr R complains about the actions of Kroo Bank Ltd when he fell victim to a scam. What happened The parties are familiar with the background to the scam, and since my decision only concerns interest on the refund and compensation for trouble and upset, I’ll only... (3 pages)View decision -
Decision Reference DRN-5722314
29 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5722314 The complaint Mr K complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. What happened The background is known to both parties. I won’t repeat all the details here. In summary, Mr K says that, in October 2023, he saw an advert about cry... (4 pages)View decision -
Decision Reference DRN-5722427
29 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5722427 The complaint Mr and Mrs B a director of C has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the full amount of money they say they lost to a scam What happened The background to this complaint is well-known to both parties, so I won... (3 pages)View decision -
Decision Reference DRN-5722559
29 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5722559 The complaint Mrs T’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’) and (2) ... (4 pages)View decision -
Decision Reference DRN-5722317
29 Jul 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5722317 The complaint Miss K complains that Clydesdale Bank trading as Virgin Money lent irresponsibly when it approved her credit card application. What happened Miss K applied for a Virgin Money credit card in in May 2022. In her application, Miss K said she was employed with an ... (3 pages)View decision -
Decision Reference DRN-5273256
29 Jul 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5273256 The complaint Mr H complains that Creation Consumer Finance Ltd overcharged him to settle a hire purchase agreement early. What happened In November 2023, Mr H was supplied with a car through a hire purchase agreement with Creation. The agreement was for £35,000 to be paid o... (2 pages)View decision -
Decision Reference DRN-5218486
29 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5218486 The complaint Mrs U complains that Revolut Ltd hasn’t fully refunded her after she was the victim of an elaborate investment scam. What happened Around September 2023 Mrs U found an investment company I’ll call ‘F’ on social media. She contacted F about the opportunity and w... (2 pages)View decision
