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-5304943
18 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5304943 The complaint Mr H complains that Barclays Bank UK PLC (Barclays) is refusing to refund him the amount he lost as the result of several scams. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The ba... (4 pages)View decision -
Decision Reference DRN-5596632
18 Jul 2025 Aviva Equity Release UK Limited Not upheldMortgagesDRN-5596632 The complaint The estate of Mr C complains that Aviva Equity Release UK Limited (Aviva) pressured and coerced the late Mr and Mrs C into taking an equity release mortgage and has continued to apply interest to the mortgage following their passing, despite it telling the exec... (3 pages)View decision -
Decision Reference DRN-5029344
18 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5029344 The complaint Miss R complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. In bringing her complaint to this service Miss R is represented, but for ease of reading I will refer to Miss R throughou... (4 pages)View decision -
Decision Reference DRN-5186704
18 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5186704 The complaint Mr K complains that American Express Services Europe Limited (Amex) won’t refund money he lost as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything in detail here. Mr K explained that, in ... (4 pages)View decision -
Decision Reference DRN-5500114
18 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5500114 Complaint Mr D has complained that Lloyds Bank PLC (“Lloyds”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Mr D is being represented in his complai... (4 pages)View decision -
Decision Reference DRN-5053850
18 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5053850 The complaint Mr K complains that Bank of Scotland plc trading as Halifax (‘Halifax’) 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. In summary, Mr K says that, in October 2023, he ... (3 pages)View decision -
Decision Reference DRN-5699691
18 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5699691 The complaint Mr and Mrs B complain 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) deciding against p... (14 pages)View decision -
Decision Reference DRN-5418592
18 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5418592 The complaint Mr and Mrs S are unhappy with restrictions placed on their accounts by Santander UK Plc (‘Santander’) after they attempted to make payments towards an investment opportunity. They’re also unhappy with the length of time it took for the issue to be resolved and ... (4 pages)View decision -
Decision Reference DRN-5356347
18 Jul 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5356347 The complaint Mr N complains about the quality of a car supplied on finance by N.I.I.B. Group Limited trading as Northridge Finance (‘NF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflec... (5 pages)View decision -
Decision Reference DRN-5429712
18 Jul 2025 Accord Mortgages Limited Not upheldMortgagesDRN-5429712 The complaint Mr and Mrs H complain that Accord Mortgages Limited unfairly demanded that a mortgage protection clause needed to be added to the lease of the mortgaged property, which delayed their mortgage drawdown. This put them in a difficult position that could have been ... (4 pages)View decision
