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 170994 results
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Decision Reference DRN-5547554
21 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5547554 The complaint Mr M complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr M had an account with Monzo. In January 2025, it was credited with payments from ... (3 pages)View decision -
Decision Reference DRN-5704026
21 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5704026 The complaint Mr and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (28 pages)View decision -
Decision Reference DRN-5680905
21 Jul 2025 Mortgage Advice Bureau Limited UpheldMortgagesDRN-5680905 The complaint Ms I complains that she asked for a Level 3 full structural survey from Mortgage Advice Bureau Limited (“MAB”) on the property she intended buying but there was a substantial delay in getting it done. When Ms I got the survey report she pulled out of the house ... (4 pages)View decision -
Decision Reference DRN-5704138
21 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5704138 The complaint Ms K is unhappy that BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (“BFS”) is seeking payment for repairs to the car she returned following a voluntary termination of her credit agreement. When I refer to what Ms K has said and what ... (5 pages)View decision -
Decision Reference DRN-5356721
21 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5356721 The complaint Miss W complains that HSBC UK Bank Plc won’t refund the full amount of money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of bo... (3 pages)View decision -
Decision Reference DRN-5585722
21 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5585722 The complaint Miss A complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Miss A was approved for an Aqua credit card in June 2022 with a £900 credit limit. I have detailed the credit limit increases below: November 2022 £900 to £1,900 February ... (5 pages)View decision -
Decision Reference DRN-5703979
21 Jul 2025 Bank of Scotland Plc UpheldMortgagesDRN-5703979 The complaint Mr and Mrs E and Mr E1 and Mr E2 complain that Bank of Scotland plc (BOS) declined their mortgage application unfairly. They also complain that BOS reported the new mortgage on their credit files despite it not being granted. What happened Mr and Mrs E have an ... (3 pages)View decision -
Decision Reference DRN-5695420
21 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5695420 Complaint Mr N has complained that Nationwide Building Society (“Nationwide”) continued to allow him to use his overdraft over an extended period and even when he was in financial difficulty. Background One of our investigators looked at Mr N’s complaint and thought that Na... (5 pages)View decision -
Decision Reference DRN-5281360
21 Jul 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5281360 The complaint Ms R complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) won’t refund the money she lost after falling victim to a scam. What happened In 2023, Ms R found an investment advertised on a social media site. The investment was promoted by a high-p... (5 pages)View decision -
Decision Reference DRN-5587780
21 Jul 2025 Pure Retirement Limited Not upheldMortgagesDRN-5587780 The complaint Ms P, who holds power of attorney for her grandmother Mrs P, complains that Pure Retirement Limited mis-sold Mrs P and her late husband Mr P a lifetime mortgage. She also complains about the amount of interest and fees that have been charged, and about difficul... (3 pages)View decision
