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
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Decision Reference DRN-5899523
22 Oct 2025 Together Personal Finance Limited Not upheldMortgagesDRN-5899523 The complaint Mr and Mrs W have complained about a second charge mortgage (secured loan) they hold with Together Personal Finance Limited trading as Together. What happened Mr and Mrs W took out this loan in October 2018 through an independent mortgage broker. The lending wa... (8 pages)View decision -
Decision Reference DRN-5726823
22 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5726823 The complaint Miss D has complained, via her father Mr D, that HSBC UK Bank Plc (“HSBC”) branch staff were rude when she attempted to open a bank account. What happened Miss D and Mr D attended a HSBC branch on 17 February 2025 to open a bank account for Miss D. Mr D says th... (3 pages)View decision -
Decision Reference DRN-5723161
22 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5723161 The complaint Ms R has complained about HSBC UK Bank Plc not refunding several payments she says she made and lost to an authorised push payment scam. What happened The background to this complaint is well known to both parties so I won’t repeat it in detail here. In summar... (4 pages)View decision -
Decision Reference DRN-5746245
22 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5746245 The complaint Mr W complains that National Westminster Bank PLC has an inadequate fraud prevention process; provided an inadequate complaint system, and caused him much inconvenience. What happened When making two payments to a company that he had paid before by call to NatW... (3 pages)View decision -
Decision Reference DRN-5489593
22 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5489593 The complaint Mr K complains, via a representative, that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund the money he lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again her... (3 pages)View decision -
Decision Reference DRN-5887579
22 Oct 2025 Zopa Bank Limited UpheldBanking and PaymentsDRN-5887579 The complaint Mr A has complained that Zopa Bank Limited applied a fraud-related marker to his record and then didn’t provide adequate compensation after removing this. What happened In January 2023 Zopa received an application from Mr A for a hire purchase agreement. They d... (2 pages)View decision -
Decision Reference DRN-5824480
22 Oct 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5824480 The complaint Mr S complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance activated a finance agreement when it shouldn’t have, as he had an ongoing dispute over the goods provided. Additionally, he complains about its handling of a claim that the goo... (3 pages)View decision -
Decision Reference DRN-5684834
22 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5684834 The complaint Mr S has complained that Lloyds Bank PLC won’t refund the money he lost after falling victim to a scam. What happened Mr S was introduced to a cryptocurrency investment scheme by a friend who’d already invested. Unfortunately, this turned out to be a scam. Over... (2 pages)View decision -
Decision Reference DRN-5861467
22 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5861467 The complaint Miss M has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In May 2025 Monzo received a fraud report from another bank about a payment made into Miss M’s Monzo account. This payment was f... (2 pages)View decision -
Decision Reference DRN-5861212
22 Oct 2025 Everyday Lending Limited UpheldConsumer CreditDRN-5861212 The complaint Mr K complains that Everyday Lending Limited trading as Everyday Loans was irresponsible in its lending to him. What happened Mr K was provided with two loans by Everyday Loans the details of which are set out below. LoanDate Amount Term Monthly payment 1 April... (5 pages)View decision
