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 170827 results
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Decision Reference DRN-5582004
16 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5582004 The complaint Mr G complains Nationwide Building Society (Nationwide) unfairly blocked and closed his account without providing a proper explanation. He’s also unhappy with how Nationwide responded to his data subject access request (DSAR) and the overall service he received... (4 pages)View decision -
Decision Reference DRN-5540832
16 Jul 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5540832 The complaint Mr F complains about a £180 charge to return his motorcycle to MotoNovo Finance Limited (MotoNovo). He would like this fee waived. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I will fo... (2 pages)View decision -
Decision Reference DRN-5523199
16 Jul 2025 Next Retail Limited Not upheldConsumer CreditDRN-5523199 The complaint Mrs S complains that Next Retail Limited trading as Next Online (Next) acted irresponsibly in agreeing to a credit account that wasn’t affordable for her. In bringing her complaint Mrs S is represented by a third party. For ease of reading I will only refer to ... (3 pages)View decision -
Decision Reference DRN-5676786
16 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5676786 The complaint Mr M complains that Barclays Bank UK PLC (“Barclays”) hasn’t treated him fairly following an authorised push payment (APP) investment scam he fell victim to in 2021. He states the bank should reimburse the money he lost along with compensatory interest, given h... (5 pages)View decision -
Decision Reference DRN-5488218
16 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5488218 The complaint Miss B complains NewDay trading as Aqua (NewDay) failed to undertake sufficient financial checks before approving two credit card accounts for her in 2019 and 2021. What happened Miss B says NewDay approved a credit card account (card1) for her in July 2019 wit... (4 pages)View decision -
Decision Reference DRN-5692246
16 Jul 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5692246 The complaint Mr P complains TSB Bank plc sent him an incorrect interest certificate. What happened Mr P was sent a certificate of interest showing he’d been paid nothing in interest. This wasn’t correct, Mr P was also sent a closing statement showing he’d been paid just u... (4 pages)View decision -
Decision Reference DRN-5594786
16 Jul 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5594786 The complaint Mr D complains about the quality of a used car he acquired through a hire purchase agreement with Tandem Motor Finance Limited (‘Tandem’). Mr D says that he experienced problems with the car which later turned out to be a latent fault. The car had also been inv... (4 pages)View decision -
Decision Reference DRN-5695471
16 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5695471 The complaint Mrs C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money she says she lost to a scam. What happened Mrs C engaged the services of a roofer to fix a leak in her roof. She found this roofer, who I will call ‘M’ – on ... (3 pages)View decision -
Decision Reference DRN-5500608
16 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5500608 The complaint Mr A complains about Nationwide Building Society (NBS), specifically their unclear Terms and Conditions after he switched his bank account to them. What happened In November 2024, Mr A applied for a bank account with NBS requesting they switched his account fro... (3 pages)View decision -
Decision Reference DRN-5209423
16 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5209423 The complaint Miss C complains Wise Payments Limited 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
