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
-
Decision Reference DRN-5512429
24 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5512429 The complaint Mrs H complains that HSBC UK Bank Plc, trading as first direct bank, won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In late 2021, Mrs H was looking to purchase a motorhome and started speaking to a dealer. S... (4 pages)View decision -
Decision Reference DRN-5279115
24 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5279115 The complaint Mrs C complains that Barclays Bank UK PLC won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In mid-2024, Mrs C was looking to get some building work done at her property. She saw a builder had been doing work a... (4 pages)View decision -
Decision Reference DRN-5709932
24 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5709932 The complaint Mr N complains that a payment to a third-party building society was due to be taken from his account with Monzo Bank Ltd despite not having mortgage account with the building society. He says the payment would’ve been taken had he not seen and cancelled it. Mr ... (3 pages)View decision -
Decision Reference DRN-5666556
23 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5666556 The complaint Mr K complains that American Express Services Europe Limited (AESEL) charged him a different amount each month when it collected his direct debit even though he’d set up a fixed direct debit of £10 per month. What happened Mr K has a credit card account with AE... (2 pages)View decision -
Decision Reference DRN-5711901
23 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5711901 The complaint Miss J complains about NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) making service errors when she discussed her credit card with them and giving her misinformation which caused her distress and inconvenience. What happened The detailed backgroun... (6 pages)View decision -
Decision Reference DRN-5634978
23 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5634978 The complaint Mrs M complains about the interest she was charged when she settled her personal loan with Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”). What happened On 17 March 2025 Mrs M entered into a loan agreement with Novuna. The loan was f... (2 pages)View decision -
Decision Reference DRN-5710937
23 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5710937 The complaint Mr F complains about the level of service he’s received from Santander UK Plc when making a number of international payments. He wasn’t able to cancel an international standing order when he needed to, and he’s had trouble obtaining confirmations of the payment... (6 pages)View decision -
Decision Reference DRN-5691022
23 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5691022 The complaint Mrs M complains that NewDay Ltd lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs M applied for an Aqua credit card in January 2020. In her application, Mrs M said she was employed with an a... (3 pages)View decision -
Decision Reference DRN-5527741
23 Jul 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5527741 The complaint Mr K complains that Bank of Scotland plc trading as Halifax (“Halifax”) is recording adverse information on his credit file in relation to a loan which he says wasn’t taken out by him. What happened In September 2024, a £13,500 loan was taken out with Halifax i... (3 pages)View decision -
Decision Reference DRN-5561093
23 Jul 2025 Modulr FS Limited Not upheldBanking and PaymentsDRN-5561093 The complaint Mr S complains he had to provide a copy of his driving license when opening a new Collection Pot with Modular FS Limited (MFS). He complains MFS collected additional sensitive information that wasn’t necessary. What happened The details of this complaint are we... (3 pages)View decision
