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-5895202
21 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5895202 The complaint Miss B complains that Lloyds Bank PLC won’t refund the money she lost to an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In Decem... (7 pages)View decision -
Decision Reference DRN-5893272
21 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5893272 The complaint Mr D complains that American Express Services Europe Limited (Amex) lent to him irresponsibly. What happened Mr D opened a gold credit card account with Amex in June 2021 with a credit limit of £18,000. No further limit increases were provided on this account. ... (4 pages)View decision -
Decision Reference DRN-5876994
21 Oct 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5876994 The complaint Mrs H complains about the quality of a car she has been financing through an agreement with Santander Consumer (UK) Plc trading as Santander Consumer (‘Santander’). What happened The detailed background to this complaint is well known to both parties. So, I’ll ... (3 pages)View decision -
Decision Reference DRN-5705307
21 Oct 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5705307 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to him. What happened Mr H was approved for a Virgin Money credit card in July 2016 (which I will refer to as A in this decision), with a £7,100 credit limit. Mr H was approved f... (5 pages)View decision -
Decision Reference DRN-5706272
21 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5706272 The complaint Mr L complains HSBC UK Bank Plc closed his current account unfairly and they refuse to tell him why. What happened Mr L held a basic current account with HSBC. Following a review, HSBC decided to close the account with immediate effect in June 2023. Mr L raised... (3 pages)View decision -
Decision Reference DRN-5875149
21 Oct 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldMortgagesDRN-5875149 The complaint This complaint is about a mortgage application that Miss O made to The Cooperative Bank Plc. Miss O say the application was unduly delayed. Co-op has paid compensation of £125 but Miss O doesn’t think it’s enough. She says she had to change pre-arranged plans w... (2 pages)View decision -
Decision Reference DRN-5866098
21 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5866098 The complaint Mrs G complains that HSBC UK Bank Plc irresponsibly lent to her. Mrs G is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs G herself. What happen... (3 pages)View decision -
Decision Reference DRN-5672936
21 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5672936 The complaint Miss C complains that MONEYBARN NO.1 LIMITED (Moneybarn) lent to her irresponsibly. What happened In June 2022, Miss C entered into a finance agreement with Moneybarn as shown below, to buy a car. Date Amount of credit Term Monthly paymentTotal repayable 13... (3 pages)View decision -
Decision Reference DRN-5841482
21 Oct 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5841482 The complaint Mr B and Mrs C complain that HSBC UK Bank Plc delayed their mortgage application by requesting unnecessary information from the broker. They believe that HSBC made the process onerous which led to the delays and the application being cancelled on more than one ... (4 pages)View decision -
Decision Reference DRN-5747349
21 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5747349 The complaint Mr S complains that Monzo Bank Ltd (Monzo) won’t refund the money he lost as a result of an investment scam. Mr S is represented in this complaint by a Claims Management Company (CMC). What happened When Mr S submitted his complaint to the CMC, in March 2025, ... (6 pages)View decision
