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 366874 results
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Decision Reference DRN-5561357
16 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5561357 The complaint Mr C complains Nationwide Building Society didn’t do enough to help get a refund for a transaction made on his debit card. What happened In December 2023, Mr C purchased flights, paying with his debit card. Mr C then decided not to go ahead with the trip and c... (4 pages)View decision -
Decision Reference DRN-5538356
16 May 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5538356 The complaint Mrs W complains that Lloyds Bank UK plc (‘Lloyds’) unfairly declined her loan application and blocked her bank account. Mrs W wants Lloyds to recognise the distress they’ve caused her and grant her loan application. What happened Mrs W complained to Lloyds, a... (4 pages)View decision -
Decision Reference DRN-5484480
16 May 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5484480 The complaint Ms M complains that Clydesdale Bank Plc trading as Virgin Money have irresponsibly lent to her. What happened Ms M was approved for a Virgin Money credit card in June 2022 with a £2,400 credit limit. Ms M says Virgin Money irresponsibly lent to her. Ms M made a... (3 pages)View decision -
Decision Reference DRN-5375299
16 May 2025 St. James's Place Wealth Management Plc UpheldInvestmentsDRN-5375299 The complaint Miss P has complained that St James’s Place Wealth Management Plc (‘SJPWM’) misinformed her about the value of her Enterprise Investment Scheme (‘EIS’) which caused her to make a financial decision and led to a financial loss. To put the matter right Miss P wou... (5 pages)View decision -
Decision Reference DRN-5377365
16 May 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5377365 Complaint Miss P complains that Oodle Financial Services Limited (trading as “Oodle” Car Finance) unfairly entered into a hire-purchase agreement with her. She’s said that it wasn’t thoroughly checked whether she could make the repayments to this agreement and the payments w... (3 pages)View decision -
Decision Reference DRN-5500937
16 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5500937 The complaint Mr I complains Monzo Bank Ltd didn’t do enough to help get a refund for a transaction made on his debit card. What happened In September 2024, Mr I hired a car for a week while abroad, paying with his Monzo debit card. During the rental, one of the car’s tyre... (3 pages)View decision -
Decision Reference DRN-5294814
16 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5294814 The complaint Miss F complains HSBC UK Bank Plc didn’t do enough to help get a refund for a purchase made on her credit card. What happened In November 2021, Miss F bought a table from a company I’ll call “L” with her HSBC credit card. The supplier experienced delays and ul... (3 pages)View decision -
Decision Reference DRN-5174311
16 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5174311 The complaint Miss C complains Monzo Bank Ltd incorrectly handled her chargeback claim and unfairly closed her account. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. In August 2023 Miss C was on... (4 pages)View decision -
Decision Reference DRN-5500216
16 May 2025 Equifax Limited UpheldConsumer CreditDRN-5500216 The complaint Miss R is unhappy EQUIFAX LIMITED (Equifax) merged the details of her personal credit file with her sister’s credit file and then failed to let her know this had happened. Miss R is represented in this matter by Mr N. What happened After Miss R’s sister obtai... (3 pages)View decision -
Decision Reference DRN-5449168
16 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5449168 The complaint Mr G complains that Nationwide Building Society didn’t send him confirmation of his new product details for his cash ISA. What happened Mr G had an existing cash ISA with Nationwide. And when it matured he gave instructions that this be transferred to a new fix... (2 pages)View decision
