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-5606509
22 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5606509 The complaint A company, which I will refer to as S, complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) unfairly demanded full repayment of its overdraft while a payment plan was in place. S also complains that NatWest did not take proper account of ... (6 pages)View decision -
Decision Reference DRN-5853787
22 Oct 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5853787 The complaint Mr D complains that JP Morgan Europe Limited (trading as Chase) gave him poor service when he tried to open an account. What happened During July 2025, Mr D made repeated attempts to open a Chase account, but those attempts were unsuccessful. He spoke to Chase ... (2 pages)View decision -
Decision Reference DRN-5591293
22 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5591293 The complaint Mr L complains that Zopa Bank Limited, lent to him irresponsibly when they provided him with a personal loan. What happened Mr L applied for a personal loan with Zopa Bank. His application was approved, and in October 2023, he was provided with a loan of £4,00... (3 pages)View decision -
Decision Reference DRN-5842902
22 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5842902 The complaint Mrs D is unhappy with how Lloyds Bank PLC (Lloyds Bank) handled a refund claim she made to them. What happened Mrs D booked flights with a supplier I shall call ‘A’ on 10 February 2025 using her Lloyds Bank credit card to the sum of £2786.58. This was to fly ab... (4 pages)View decision -
Decision Reference DRN-5618099
22 Oct 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5618099 The complaint Miss M complains that Madison CF UK Limited trading as 118 118 Money was irresponsible in its lending to her. She wants all interest and charges refunded along with statutory interest and any adverse information removed from her credit file. What happened Miss ... (4 pages)View decision -
Decision Reference DRN-5879531
22 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5879531 The complaint Mr A complains Revolut unfairly froze his account and returned funds to sender, before closing his account. What happened Mr A had an account with Revolut and in July 2025 his account was frozen while Revlout investigated incoming payments. Revolut contacted M... (3 pages)View decision -
Decision Reference DRN-5768316
22 Oct 2025 Nationwide Building Society Not upheldMortgagesDRN-5768316 The complaint Ms C complains about her mortgage with Nationwide Building Society. She says that the mortgage was irresponsibly lent and that she’s not been protected by the mortgage payment protection insurance (MPPI) she took out. She also complains about the interest rate ... (2 pages)View decision -
Decision Reference DRN-5898894
22 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5898894 The complaint Mr N complains Nationwide Building Society withheld an incoming payment without informing him because it stereotyped him and that it also gave him incorrect information. What happened Mr N has an account with Nationwide. Mr N was sent a large CHAPS payment on 3... (2 pages)View decision -
Decision Reference DRN-5399826
22 Oct 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5399826 The complaint Mr D and Ms O have complained about information Bank of Scotland plc trading as Halifax recorded on their credit files about their mortgage account. What happened Mr D and Ms O had a mortgage with Halifax that was on an interest rate fixed at 5.76% until 31 Jan... (3 pages)View decision -
Decision Reference DRN-5866308
22 Oct 2025 Salad Finance Limited Not upheldConsumer CreditDRN-5866308 The complaint Mr W argues that Salad Finance Limited acted unfairly by agreeing a loan he couldn’t afford to repay. What happened In August 2024 Salad Finance gave Mr W a £1,000 loan to be repaid over 18 months. The monthly repayments were typically £88.06 (with a slightly l... (3 pages)View decision
