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 4014 results
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Decision Reference DRN-2539649
13 May 2021 Atom Bank PLC Not upheldMortgagesDRN-2539649 The complaint Mr and Mrs D’s complaint is about a mortgage they held with Atom Bank PLC and their application for another one. They said: they are unhappy the application for a new mortgage, and porting of the product, to a new property was rejected; the early repayment char... (3 pages)View decision -
Decision Reference DRN-4487214
28 Mar 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4487214 The complaint Mr B is unhappy that Barclays Bank UK Plc haven’t refunded money he lost as a result of a scam. Mr B is being represented by a claims management company but for ease of reading I’ll only refer to Mr B in my decision. What happened The detailed background to this c... (4 pages)View decision -
Decision Reference DRN2121643
30 Jan 2014 Scottish Widows Bank Plc Not upheldBanking and creditMr K and Miss M complain that Scottish Widows Bank Plc acted on faxed instructions from Mr K which Miss M had not authorised.background Mr K received a payment of compensation in respect of personal injury. The money was put into a trust deposit account with Scottish Widows, in the joi... (3 pages)View decision -
Decision Reference DRN-3428505
12 Apr 2022 Better Retirement Group Ltd UpheldPensions and AnnuitiesDRN-3428505 The complaint Mr K says the advice given by Better Retirement Group Ltd (BRG) to transfer his occupational pension scheme (OPS) benefits, into a Self-invested Personal Pension (SIPP) with Momentum Pension Ltd (MP) and invest in the SVS Securities (SVS) Growth portfolio overseen... (13 pages)View decision -
Decision Reference DRN-4568220
27 Sep 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4568220 Complaint Mr A is unhappy that Monzo Bank Ltd didn’t refund him after he fell victim to a scam. Background Mr A was contacted through a social messaging app by someone promoting a job opportunity. After expressing interest, he was introduced to another individual who provide... (4 pages)View decision -
Decision Reference DRN8269813
24 Sep 2020 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs B complain about overdraft fees on their joint account with National Westminster Bank Plc.background Mrs B had a sole current account with NatWest. This later became a joint account when Mr B was added to the account. They have since split up, but as this complaint relates to a ... (4 pages)View decision -
Decision Reference DRN-5680814
17 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5680814 The complaint Mrs C and Mr C’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) an... (14 pages)View decision -
Decision Reference DRN-5895522
20 Nov 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5895522 The complaint A company, which I’ll refer to as I, complains that Starling Bank Limited (‘Starling’) won’t reimburse the funds it lost when it fell victim to a scam. Mr L, who is a director of I, brings the complaint on I’s behalf. What happened Mr L says that in April 2024 ... (6 pages)View decision -
Decision Reference DRN1575717
5 May 2017 Clydesdale Bank Plc UpheldBanking and creditC has complained that it was mis-sold a fixed rate loan by Clydesdale Bank Plc (“Clydesdale”) in 2007.backgroundC is a company involved in property. In 2007, it moved its debt from another bank to Clydesdale. C agreed a 22 year variable rate loan for £144,000, a... (7 pages)View decision -
Decision Reference DRN-5637887
25 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5637887 The complaint Mr A and Mrs A’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an... (12 pages)View decision
