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 DRN-5648455
14 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5648455 The complaint Mr Y complains Monzo Bank Ltd unfairly recorded a default against him. What happened Mr Y had an account with Monzo that was closed in June 2023. There was an outstanding balance of around £370 on the account that Mr Y asked Monzo how to pay. Because Mr Y had ... (2 pages)View decision -
Decision Reference DRN-4039212
22 Mar 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4039212 Complaint Mr F says that Lloyds Bank PLC (“Lloyds”) unfairly removed his overdraft, closed his account and recorded a default on his credit file. Background One of our adjudicators looked into Mr F’s concerns. She didn’t think that Lloyds had done anything wrong or treated Mr F... (2 pages)View decision -
Decision Reference DRN-1276734
3 May 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1276734 The complaintMr P complains that National Westminster Bank Plc isn’t supporting him to reduce his overdraft with it. What happenedMr P complains about how much it’s costing him to have an overdraft with NatWest. He’s paying between £40 and £100 per month just for that borrowing... (2 pages)View decision -
Decision Reference DRN9044046
13 Apr 2018 Platform Home Loans Ltd Not upheldBanking and creditThis complaint’s about Mr P’s mortgage with Platform Home Loans Ltd. He’s unhappy that Platform didn’t do enough to help him when he got into financial difficulties after losing his job. It refused his request for a temporary switch to interest-only and is now taki... (2 pages)View decision -
Decision Reference DRN-3121887
26 Oct 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3121887 Complaint Ms A has complained about Bank of Scotland Plc’s (trading as “Halifax”) changes to its overdraft pricing structure, its withdrawing of her overdraft and the subsequent adverse information recorded on her credit file. Background We’ve already explained why we can’t loo... (2 pages)View decision -
Decision Reference DRN-5608635
25 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5608635 The complaint Mr A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) failed to provide him with sufficient support when he was using his overdraft facility heavily, and struggling financially. What happened Mr A has had a personal current account wit... (2 pages)View decision -
Decision Reference DRN7767543
13 Aug 2020 Paragon Finance Plc Not upheldBanking and creditMrs M and Mr S have complained about the way Paragon Finance Plc has dealt with them during a period of financial difficulties. To put the matter right, Mrs M and Mr S want Paragon to put them back in the position they’d have been in if they hadn’t had any financial difficulties.background... (5 pages)View decision -
Decision Reference DRN6789531
13 Aug 2015 HSBC Bank plc Not upheldBanking and creditMr and Mrs M complain that HSBC Bank Plc went back on an agreement it had with them to accept regular monthly payments to pay off their joint overdraft. They complain this arrangement had been in place for several years when HSBC decided to break it and demand immed... (2 pages)View decision -
Decision Reference DRN-3320023
11 May 2022 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-3320023 The complaint Mr B complains that Hitachi Capital (UK) Plc (Hitachi) charged him for a parking fine that wasn’t valid, charged him for additional days hire of his vehicle when a delay in collecting it was their fault, and didn’t take into account that his car had travelled much... (4 pages)View decision -
Decision Reference DRN-4104880
16 Aug 2023 Everyday Lending Limited UpheldConsumer CreditDRN-4104880 The complaint Mr R complains that Everyday Lending Limited trading as GeorgeBanco.com contacted him for payment towards a guarantor loan very shortly after his friend passed away. What happened Mr R was the guarantor for a fixed sum loan agreement that was taken out by his frie... (2 pages)View decision