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 1466 results
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Decision Reference DRN6726201
14 Jan 2020 Nationwide Building Society Not upheldBanking and creditThe Administrator of the Estate of Mrs C complains that Nationwide Building Society shouldn’t have given Mrs C two personal loans or, on two different occasions, increased the limit on her credit card. The Administrator, Mrs A, says Mrs C couldn’t afford any of this lending. She wants Nati... (5 pages)View decision -
Decision Reference DRN-4662058
11 Mar 2024 Metro Bank PLC Not upheldConsumer CreditDRN-4662058 Complaint Miss S has complained about a personal loan Metro Bank PLC (trading as “Ratesetter”) which she says was unfairly lent to her. She says the loan was unaffordable. Background Ratesetter provided Miss S with a loan for £5,000.00 in December 2021. This loan had an APR of ... (5 pages)View decision -
Decision Reference DRN-5128323
6 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5128323 The complaint Miss H complains Monzo Bank Ltd closed her account and reported a default without giving her notice. She further complains Monzo did not provide information about the Zero Affordability Plan (ZAP) Monzo placed her on. What happened Miss H explained she sadly ha... (4 pages)View decision -
Decision Reference DRN-3194179
16 Dec 2021 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3194179 The complaint Mr C complained that Tesco Personal Finance PLC refused his credit card repayment proposal, recorded a default, didn’t contact him for 12 months then transferred his debt to a debt collection agency. What happened Mr C held a credit card with Tesco with a limit of... (5 pages)View decision -
Decision Reference DRN3112128
19 Dec 2013 Nationwide Building Society Not upheldPayment protection insurance (PPI)Mr and Mrs B complain about a mortgage payment protection insurance (“MPPI”) policy added to their mortgage account by Nationwide Building Society (“Nationwide”). They approached Nationwide for a re-mortgage in November 2002. Mr and Mrs B also applied for further mortgage advances in Ma... (5 pages)View decision -
Decision Reference DRN-5992786
4 Dec 2025 Masthaven Finance Limited UpheldMortgagesDRN-5992786 The complaint Ms E’s complaint is about a second charge mortgage she took in 2024 with Masthaven Finance Limited trading as Spring Finance. She considers that the mortgage was lent irresponsibly because Masthaven didn’t explore her sickness benefits to ensure the mortgage wo... (5 pages)View decision -
Decision Reference DRN-5727865
31 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5727865 The complaint Mr G is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr G fell victim to a cruel impersonation scam. He was contacted by a scammer claiming to be from his bank’s security team who said his ... (6 pages)View decision -
Decision Reference DRN-4697556
30 Jul 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-4697556 The complaint Mr F complains NewDay Ltd trading as Fluid treated him unfairly in respect of a credit card account after he suffered financial difficulties due to health conditions. What happened Mr F holds a credit card account with NewDay. Unfortunately, due to physical and... (5 pages)View decision -
Decision Reference DRN-4079144
31 May 2023 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4079144 The complaint Mrs P has complained about a conditional sale agreement she had with Moneybarn No.1 Ltd. She says she shouldn’t have been given the agreement and she’s unhappy with the way Moneybarn dealt with things when she was in financial difficulty. What happened Mrs P enter... (5 pages)View decision -
Decision Reference DRN-5187811
19 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5187811 The complaint X complains about the service he received from HSBC Bank UK PLC (“HSBC”) when it applied a block to his account following two fraudulent withdrawals. In particular, X is unhappy about the length of time his account was blocked resulting in him missing payments ... (5 pages)View decision