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
-
Decision Reference DRN-1892285
23 Jun 2020 Lloyds Bank PLC Not upheldBanking and PaymentsThe complaint Mr R complains about the way in which Lloyds Bank PLC dealt with the allocation of a payment he made to his credit card account. What happened On 17 October 2019 Mr R made a payment of £1,751 against his Lloyds credit card statement dated the 13th of that month ('the ... (2 pages)View decision -
Decision Reference DRN5870180
10 Jun 2015 Idem Capital Securities Limited Not upheldBanking and creditMr and Mrs B complain that Idem Capital Securities Limited (t/as Idem Servicing) did not treat them fairly when dealing with the repayment of arrears on their secured loan account.backgroundIdem Servicing took over the loan account from a third party in May 2014. ... (2 pages)View decision -
Decision Reference DRN-2919974
25 Nov 2021 Barclays Bank UK PLC UpheldConsumer CreditDRN-2919974 The complaint Mrs S complains that Barclays Bank UK PLC unfairly closed her loan and recorded a default on her credit file despite making regular monthly payments. What happened Mrs S successfully applied for a loan with Barclays in 2013. In December 2016 Mrs S experienced diff... (2 pages)View decision -
Decision Reference DRN-5574513
12 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5574513 The complaint Ms B has complained that Revolut Ltd won’t refund her the money she lost to a scam. What happened Ms B fell victim to an employment scam in early 2025 which resulted in her losing over £2,500. Upon realising she’d fallen victim to a scam she contacted Revolut a... (2 pages)View decision -
Decision Reference DRN-3495202
17 Oct 2022 National Westminster Bank Plc Not upheldConsumer CreditDRN-3495202 The complaint Mr C complains about how National Westminster Bank Plc responded when he said he couldn’t afford his monthly loan payments. He said NatWest didn’t explain the implications of missing payments, and he’s now being asked to pay much more interest. What happened Mr C ... (4 pages)View decision -
Decision Reference DRN-2704437
17 Sep 2021 WorldPay (UK) Limited UpheldBanking and PaymentsDRN-2704437 The complaint P – a shop owned by a partnership – complains about how WorldPay (UK) Limited have treated them, after a debt was created from a chargeback. Throughout this complaint, P has been represented by one of the partners in the shop, Miss P. So, for ease I’ll just refer ... (5 pages)View decision -
Decision Reference DRN-5756995
6 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5756995 The complaint Mr M complains Monzo Bank Ltd has unfairly defaulted him. What happened Mr M had two accounts with Monzo – a current account with an overdraft and an account with a credit limit. He has accounts elsewhere too. In September 2022 Mr M entered into a debt manageme... (2 pages)View decision -
Decision Reference DRN4939921
19 Jun 2019 Oakbrook Finance Limited Not upheldBanking and creditMr D complains that Oakbrook Finance Limited has not recorded the state of his loan correctly in its reports to credit reference agencies. backgroundIn September 2016 Mr D took out a loan with Oakbrook. A few months later he was made redundant and notified Oakbrook th... (2 pages)View decision -
Decision Reference DRN-4829759
22 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4829759 The complaint Mr G complains that National Westminster Bank Plc won’t write off the outstanding balance he owes. What happened Mr G had a credit card with NatWest, but due to the pandemic, he encountered financial difficulties, and he was unable to keep up with the repayment... (2 pages)View decision -
Decision Reference DRN-4551799
11 Apr 2024 etika Finance UK Limited Not upheldConsumer CreditDRN-4551799 The complaint Mr O complains about how ETIKA FINANCE UK LIMITED dealt with the administration of his loan account and the handling of his subsequent complaint. What happened By February 2023, Mr O was experiencing financial difficulty and was struggling to make his loan payment... (2 pages)View decision