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 3981 results
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Decision Reference DRN-4215362
15 Aug 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4215362 The complaint Mr L complains that Lloyds Bank PLC unfairly stopped a cheque made out from his account without notifying him. What happened Mr L has a business current account with Lloyds. In March 2023, he wrote a cheque made out to himself and his wife for £20,000 to deposit i... (2 pages)View decision -
Decision Reference DRN-3894430
17 Feb 2023 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3894430 The complaint Mrs S, who is represented by a third party, complains that Moneybarn No.1 Limited (“Moneybarn”) irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In April 2017, Mrs S acquired a used car financed by a conditional sa... (2 pages)View decision -
Decision Reference DRN-3291098
2 Feb 2022 Santander UK Plc UpheldBanking and PaymentsDRN-3291098 The complaint Miss F complains that Santander UK Plc registered a default against her after it closed her current account. What happened Miss F had a bank account with Santander, which she opened in 2018. The account had an arranged overdraft facility of £250, which was removed... (4 pages)View decision -
Decision Reference DRN-3966576
14 Feb 2023 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-3966576 The complaint Mr M complains that he was misled into buying a holiday product with a promise that his existing arrangements would be cancelled. Because he paid in part using his credit card, issued by The Co-operative Bank Plc (“the Bank”), he says that, under section 75(1) of ... (6 pages)View decision -
Decision Reference DRN-4094346
28 Apr 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4094346 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) didn’t protect him from a scam. What happened What Mr H says: Mr H is represented by a third-party claims firm, but I will refer to the complainant as Mr H. Mr H had an account with Virgin. U... (4 pages)View decision -
Decision Reference DRN6422182
16 Feb 2018 The Co-operative Bank Plc UpheldInvestment and pensionsMr and Mrs B are complaining about The Co-operative Bank Plc (trading as Britannia) because it changed their main correspondence address and sent information about their account to a third party.backgroundIn 2016, Mr and Mrs B had problems reinvesting the proceeds of... (3 pages)View decision -
Decision Reference DRN-4672024
14 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4672024 The complaint Mrs C complains that Monzo Bank Ltd failed to do enough to protect her when she fell victim to a cryptocurrency investment scam. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mrs C has ex... (8 pages)View decision -
Decision Reference DRN-4220886
14 Sep 2023 Zopa Bank Limited UpheldConsumer CreditDRN-4220886 The complaint Mrs C complains that Zopa Bank Limited trading as Zopa (“Zopa”) is holding her liable for the debt on a loan which she says she neither applied for nor knew about. What happened The background to this complaint is well known to both parties, so I won’t repeat ever... (3 pages)View decision -
Decision Reference DRN-2349871
23 Dec 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2349871 The complaint Mr K complains on behalf of his business H, that HSBC UK Bank Plc unfairly restricted H’s account and loaded a fraud marker on H’s record with Cifas. What happened Mr K is the sole director of H. H had a business account with HSBC. On the 19 September 2019 a cheq... (4 pages)View decision -
Decision Reference DRN-5826355
19 Sep 2025 FCE Bank Plc Not upheldConsumer CreditDRN-5826355 The complaint With the help of a professional representative (PR), Mr A complains that FCE Bank Plc trading as Ford Credit lent to him irresponsibly. For ease, I’ll refer to the actions of the PR as being those of Mr A. What happened On 29 June 2019, Mr A entered into a Hire... (3 pages)View decision
