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 161648 results
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Decision Reference DRN-5010336
28 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5010336 The complaint Mrs T complains that Bank of Scotland plc (“BoS”) did not refund a series of payments she lost to a scam. What happened Mrs T fell victim to a cryptocurrency-based investment scam. She was initially sent the investment over social media, and was later invited v... (3 pages)View decision -
Decision Reference DRN-5258300
28 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5258300 The complaint Mr S complains that National Westminster Bank Plc was irresponsible in its lending to him. He wants all interest and charges he has paid refunded along with 8% simple interest. He also wants any adverse information recorded on his credit file removed. Mr S is r... (3 pages)View decision -
Decision Reference DRN-5219155
28 Jan 2025 National Westminster Bank Plc Not upheldMortgagesDRN-5219155 The complaint Mr A has an offset mortgage with National Westminster Bank Plc and complains that he was charged £39.33 interest for the period from 28 September 2023 when he should have been charged pence given the offset. Mr A also complains about the information he was give... (2 pages)View decision -
Decision Reference DRN-5289013
28 Jan 2025 Nationwide Building Society UpheldMortgagesDRN-5289013 The complaint Mr and Mrs V complain that Nationwide Building Society made unreasonable requests for more information about recent building work, before it would decide whether to increase their mortgage lending, and delayed in telling them exactly what documentation it neede... (7 pages)View decision -
Decision Reference DRN-5142942
28 Jan 2025 CROWD PROPERTY LIMITED UpheldBanking and PaymentsDRN-5142942 The complaint This complaint is brought by Ms B in her capacity as a director of a limited company I will refer to as J Ltd. The complaint is against Crowd Property Limited (CPL). Ms B says that CPS unfairly charged interest on a tranche of borrowing that J Ltd neither reque... (3 pages)View decision -
Decision Reference DRN-4762434
28 Jan 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4762434 The complaint Mr M and Mrs B complaint is, in essence, that First Holiday Finance Ltd (“FHF”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under s.140A of the Consumer Credit Act 1974 (as amended) (“CCA”) and (2) deciding agai... (17 pages)View decision -
Decision Reference DRN-5270968
28 Jan 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5270968 The complaint Mr B complains that Clydesdale Financial Services Limited trading Barclays Partner Finance (BPF) declined his application for a loan to purchase a phone. What happened In September 2024, Mr B completed an online application to take out a loan in order to purch... (2 pages)View decision -
Decision Reference DRN-5246395
28 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5246395 The complaint Mr K complains Nationwide Building Society (NBS) provided poor customer service when he telephoned to raise a chargeback. What happened Mr K says he telephoned NBS in mid-November 2024 to raise a dispute regarding a delayed flight. Mr K says during the initial ... (2 pages)View decision -
Decision Reference DRN-5215394
28 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5215394 The complaint Mr J complains Monzo Bank Ltd (“Monzo”) had an outage on their App which meant it took a long time for a payment he’d made into his account to be reflected and he’s suffered loss as a result of this. What happened On 13 August 2024 there was a temporary App out... (2 pages)View decision -
Decision Reference DRN-5097637
28 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5097637 The complaint Mrs H complains Santander UK Plc won’t refund the money she lost to a scam. What happened Around April 2023, Mrs H came across an advert featuring a media personality promoting an investment opportunity. She responded and was contacted by someone claiming to re... (4 pages)View decision
