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-2934083
30 Sep 2021 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-2934083 Complaint Mrs F and Mr Y says that Bank of Scotland plc (trading as “Halifax”) unfairly added overdraft charges to his overdraft when they were in financial difficulty after experiencing a drop in their joint income. Background One of our adjudicators looked into Mrs F and Mr Y... (2 pages)View decision -
Decision Reference DRN8367463
8 Jul 2015 Accord Mortgages Limited Not upheldBanking and creditMr and Mrs C complain that Accord Mortgages Limited mis-sold them a mortgage.backgroundMr and Mrs C took out a mortgage with Accord. They say that Accord did not establish whether the mortgage was suitable for their needs or affordable for them. Our adjudicator di... (2 pages)View decision -
Decision Reference DRN-4843684
27 Jun 2024 HSBC UK Bank Plc UpheldConsumer CreditDRN-4843684 The complaint Mr A says that HSBC UK Bank Plc (“HSBC”) were unreasonable to default his account when he should have been on a payment break that they hadn’t applied. What happened In October 2023 HSBC agreed a six month payment break with Mr A. The break was due to finish in Ja... (2 pages)View decision -
Decision Reference DRN-3360928
27 Jun 2022 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-3360928 The complaint Miss P is complaining about charges she was asked to pay after she voluntarily terminated a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“VWFS”). What happened Miss P entered into a hire purchase agree... (4 pages)View decision -
Decision Reference DRN2731398
19 Mar 2015 The Mortgage Warehouse Not upheldBanking and creditMr and Mrs S have complained about the sale of a mortgage by The Mortgage Warehouse (TMW) in 2006. They say the advice to take out the mortgage was unsuitable. Mrs S has dealt with the complaint throughout.backgroundIn 2006, after receiving advice from TMW, Mr and Mrs... (5 pages)View decision -
Decision Reference DRN-4641229
16 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4641229 The complaint Mr G complains Monzo Bank Ltd (‘Monzo’) closed his bank account without warning and recorded that he’d defaulted on his overdraft which became due after the account was closed. He wants Monzo to remove the default from his record. What happened Mr G had a curre... (7 pages)View decision -
Decision Reference DRN-4238235
21 Dec 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4238235 The complaint Miss C complains that, having had a gambling block put in place for her online account, National Westminster Bank Plc (NatWest) allowed her to carry out gambling transactions. What happened Miss C is a compulsive gambler for which she has sought treatment and inte... (2 pages)View decision -
Decision Reference DRN-5180166
15 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5180166 The complaint Mr N complains that NewDay Ltd trading as John Lewis Partnership Card changed the monthly statement date and the payment due date on his account. What happened Mr N holds a John Lewis card. On 1 August 2024 NewDay wrote to Mr N and advised him that it was chang... (2 pages)View decision -
Decision Reference DRN-5718189
9 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5718189 The complaint Miss O is unhappy that Monzo Bank Ltd recorded adverse information about her current account overdraft on her credit file. What happened Monzo closed Miss O’s current account with an outstanding balance owed on her overdraft. It wrote to her on 1 May 2024, tell... (2 pages)View decision -
Decision Reference DRN0154474
5 May 2016 Santander UK Plc UpheldBanking and creditMr G complains that Santander UK Plc recorded a default on his credit file when it shouldn’t have.background In August 2012, Mr G told Santander about his financial difficulties. It gave Mr G time to speak to a debt counselling service. As Santander didn’t hear bac... (3 pages)View decision