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 380824 results
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Decision Reference DRN-5674728
8 Jul 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5674728 The complaint Ms L complains that Bank of Scotland plc trading as Halifax didn’t respond to a subject access request she made in late 2020 or early 2021, and she also complains about customer service on two recent calls. What happened This mortgage is in joint names, but in ... (2 pages)View decision -
Decision Reference DRN-5657682
8 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5657682 The complaint Mr E complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) blocked a payment he wanted to make. And that it gave him poor customer service. What happened In October 2024 Mr E attempted to transfer a large sum to an international money trans... (2 pages)View decision -
Decision Reference DRN-5444406
8 Jul 2025 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-5444406 The complaint Ms F complains that Marks & Spencer Financial Services Plc (trading as M&S Bank) passed her accounts to a debt collection agency and registered a default on her credit file. What happened Ms F says M&S told her that it had received no money towards... (4 pages)View decision -
Decision Reference DRN-5583226
8 Jul 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5583226 The complaint Mr B complains that Evergreen Finance London Limited, trading as MoneyBoat.co.uk, lent to him irresponsibly. What happened In December 2024, Mr B borrowed £800 from MoneyBoat. The loan was short-term, over six months, with five monthly repayments of £255.56, a... (3 pages)View decision -
Decision Reference DRN-5397292
8 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5397292 The complaint Mrs E complains that HSBC UK Bank Plc (“HSBC”) didn’t refund her the money she lost, to what she believed to be an Authorised Push Payment (“APP”) investment scam. In bringing her complaint to this service Mrs E is represented, but for ease of reading I will r... (4 pages)View decision -
Decision Reference DRN-5643278
8 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5643278 The complaint Mr B is unhappy with Nationwide Building Society. Nationwide fraud alerts were triggered by a payment from Mr B’s account and after this payment went through his account was blocked. Mr B tried to make another payment later that day for a travel visa abroad and... (3 pages)View decision -
Decision Reference DRN-5295474
8 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5295474 The complaint Mr E complains about the actions of Revolut Ltd when he lost money to a scam. Mr E is being represented by a claims management company but for ease I’ll only refer to Mr E. What happened The detailed background to this complaint is well known to both parties.... (4 pages)View decision -
Decision Reference DRN-5643057
8 Jul 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5643057 The complaint Miss H complains Madison CF UK Limited trading as 118118 Money (“118”) didn’t conduct proper affordability checks when providing her with a credit card. What happened In February 2022 Miss H applied for a credit card with 118, The application was approved, and... (2 pages)View decision -
Decision Reference DRN-5583116
8 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5583116 The complaint Mr D complains, on behalf of the estate of Mrs D, that Barclays Bank UK PLC (trading as Tesco Bank) charged too much interest on Mrs D’s credit card. What happened Mr D says that when he was reviewing Mrs D’s credit card account, he identified that payments to... (2 pages)View decision -
Decision Reference DRN-5313294
8 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5313294 The complaint Mr K complains about a claim he made to Monzo Bank Ltd (Monzo) in respect of a refund not having been received from a merchant. What happened Mr K made a purchase from a merchant, who I’ll call A. He bought a number of things, including an iPhone and the order ... (3 pages)View decision
