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 392389 results
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Decision Reference DRN-5877360
13 Oct 2025 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-5877360 The complaint N, a limited company, complains that Shawbrook Bank Limited withdrew an offer of a commercial mortgage and charged it fees even though the mortgage never completed. What happened In 2024 N applied to Shawbrook for a commercial mortgage. The application was orig... (5 pages)View decision -
Decision Reference DRN-5415822
13 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5415822 The complaint Mr F is complaining about Monzo Bank Ltd because it declined to refund money he lost from his account as a result of fraud. Mrs F has been acting as his representative. What happened In summary, Mr and Mrs F experienced plumbing issues and contacted an emergenc... (3 pages)View decision -
Decision Reference DRN-5851135
13 Oct 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5851135 The complaint Mrs C complains that Marks and Spencer Financial Services Plc trading as M&S Bank suspended her credit card without notifying her. What happened Mrs C holds a credit card account with M&S Bank. In May 2025 Mrs C attempted to use her card but the transac... (2 pages)View decision -
Decision Reference DRN-5611296
13 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5611296 The complaint M, a limited company, complains that Monzo Bank Ltd rejected their account application. They believe they have been discriminated against. M is represented by Miss H, a director. What happened In October 2024 Miss H applied for an account for M with Monzo, ho... (2 pages)View decision -
Decision Reference DRN-5694478
13 Oct 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5694478 The complaint M, a limited company, complains that Starling Bank Limited have declined their account application. They believe this decision was based on the nature of their business, and was discriminatory. M is represented by Miss H, a director. What happened In January ... (2 pages)View decision -
Decision Reference DRN-5861153
13 Oct 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5861153 The complaint Ms S complains that Barclays Bank UK PLC did not switch the interest rate on all the parts of her buy-to-let mortgage. What happened Ms S has a buy-to-let mortgage with Barclays that has three parts. Ms S asked Barclays to switch part two of the mortgage to a t... (3 pages)View decision -
Decision Reference DRN-5559346
13 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5559346 The complaint Miss W complains about the way in which Vanquis Bank Limited (‘Vanquis’) handled her credit account. She says it unfairly reported a default on her credit file. What happened The parties are familiar with the background details of this complaint – so I will bri... (2 pages)View decision -
Decision Reference DRN-5866947
13 Oct 2025 Swift 1st Limited Not upheldMortgagesDRN-5866947 The complaint Miss C and Mr T complain about their second charge mortgage (secured loan), which is currently being administered by Swift 1st Limited trading as Swift Advances. They complain that the loan was irresponsibly lent. And they complain that Swift 1st is now barred ... (4 pages)View decision -
Decision Reference DRN-5837397
13 Oct 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5837397 The complaint Mr L complains that Metro Bank Plc (‘Metro’) doesn’t allow its customers to link their accounts to their credit profiles under a scheme offered by one of the main credit reference agencies. This scheme shares details of regular spending that might not otherwise... (2 pages)View decision -
Decision Reference DRN-5849477
13 Oct 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5849477 The complaint Mr W has complained about the service he received from The Royal Bank of Scotland Plc when he spoke to them about his difficulties with his mortgage account. He said the person he spoke to made insensitive and distressing remarks, and he believes the same perso... (3 pages)View decision