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 160992 results
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Decision Reference DRN-4920014
6 Jan 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4920014 The complaint Mr F has complained National Westminster Bank plc won’t refund him for a card transaction he didn’t authorise. What happened In October 2023 Mr F went onto an online website (D) to buy an item. This totalled £139.99. There was a delay before he was asked to aut... (2 pages)View decision -
Decision Reference DRN-5241856
6 Jan 2025 National Westminster Bank Plc Not upheldMortgagesDRN-5241856 The complaint This complaint is about a mortgage Miss W holds, jointly with her husband Mr M, with National Westminster Bank Plc (NatWest). In essence, the complaint is about how NatWest has treated Miss W and Mr M since early 2023, when they engaged the services of a debt ... (5 pages)View decision -
Decision Reference DRN-5237459
6 Jan 2025 Everyday Lending Limited UpheldConsumer CreditDRN-5237459 The complaint Mr S complains that Everyday Lending Limited trading as Everyday Loans lent irresponsibly when it approved a loan application he made. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mr... (5 pages)View decision -
Decision Reference DRN-5240976
6 Jan 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5240976 The complaint Mr M and Mrs E complain that they have been unable to sell their home to repay an interest only mortgage they took out with Bank of Scotland Plc trading as Birmingham Midshires. They say that is because the valuation report carried out when they took the mortga... (7 pages)View decision -
Decision Reference DRN-4727248
6 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4727248 The complaint Mr B complains that Barclays Bank UK PLC won’t refund money he lost when he was the victim of a job scam. Mr B is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refe... (6 pages)View decision -
Decision Reference DRN-5195800
6 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5195800 The complaint Mr M complained about the service provided by Monzo Bank Ltd (‘Monzo’) in relation to a transfer he wanted to make from his Monzo account to his account held with another bank. What happened Mr M attempted to transfer £5,000 from his Monzo account, using Monzo... (4 pages)View decision -
Decision Reference DRN-5241502
6 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5241502 Complaint Mr T has complained about a credit card HSBC UK Bank Plc (trading as “First Direct”) provided to him. He says he shouldn’t have been provided with a credit card which had such a large credit limit given his existing debts. Background Mr T has also complained abou... (4 pages)View decision -
Decision Reference DRN-5224020
6 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5224020 The complaint Mr M is unhappy about the service received from Revolut Ltd (“Revolut”) when he questioned the updating of its app. In particular, Mr M was unhappy Revolut wouldn’t waive the delivery charge on his Revolut card and that his interactions with Revolut regarding t... (3 pages)View decision -
Decision Reference DRN-4869245
6 Jan 2025 Investec Bank PLC Not upheldMortgagesDRN-4869245 The complaint Mrs C and Mr C complain that Investec Bank PLC (Investec): Did not help them to understand the product they were applying for despite asking for clarification on several occasions. Increased the fees due after they were already committed and unable to switc... (4 pages)View decision -
Decision Reference DRN-5220200
6 Jan 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5220200 The complaint Mr W says Lloyds Bank PLC irresponsibly lent to him. What happened Mr W took out a loan for £5,300 over 84 months on 14 July 2016. The monthly repayments were £68.38 and the APR was 9.6%. The loan was given to enable Mr W to repay his overdraft with Lloyds as t... (2 pages)View decision
