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 375119 results
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Decision Reference DRN-5347959
10 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5347959 The complaint Mr U complains that Nationwide Building Society (“Nationwide”) allowed the joint account holder (his ex-wife) to move several direct debits from their joint account to her personal account without his knowledge or consent. What happened Mr U held a joint accoun... (3 pages)View decision -
Decision Reference DRN-5164399
10 Mar 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5164399 The complaint Mr T has complained about a loan Madison CF UK Limited trading as 118 118 Money Personal Finance provided to him. He says the loan was unaffordable and therefore shouldn’t have been given to him. Mr T is represented in bringing his complaint, but for ease I’ve... (3 pages)View decision -
Decision Reference DRN-5331150
10 Mar 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5331150 The complaint Mr and Mrs E complain that Bank of Scotland plc trading as Halifax hasn’t treated them fairly in relation to arrears on their mortgage. In particular, they dispute that Halifax is acting fairly in treating them as having missed payments, when it sought reposses... (7 pages)View decision -
Decision Reference DRN-5337882
10 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5337882 The complaint Ms R complains about the poor service received by Santander UK Plc (“Santander”) when she wished to open an account for her daughter. In particular, she says Santander failed to take into account her needs and to make it clear to her that it wasn’t possible to ... (4 pages)View decision -
Decision Reference DRN-5364103
10 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5364103 The complaint A company, which I will call P, complains that Revolut Ltd will not agree to fully refund account fees after charging for an upgraded service that P says it didn’t apply for. Mr C, who is a director of P, brings the complaint on behalf of P via his representat... (3 pages)View decision -
Decision Reference DRN-5328727
10 Mar 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5328727 The complaint Mr C has complained about a loan Zopa Bank Limited provided to him. He says the loan was unaffordable and therefore shouldn’t have been given to him. Mr C is represented in bringing his complaint, but for ease I’ve written as if we’ve dealt directly with him th... (3 pages)View decision -
Decision Reference DRN-5384541
10 Mar 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5384541 The complaint Mr and Mrs M complain that Lloyds Bank General Insurance Limited (Lloyds), renewed their home insurance when they asked for it to be cancelled and haven’t provided a full refund of the payment taken. What happened Mr and Mrs M held home insurance with Lloyds. ... (3 pages)View decision -
Decision Reference DRN-5110019
10 Mar 2025 M&G Investment Management Limited Not upheldInvestmentsDRN-5110019 The complaint Mr H complains that M&G Investment Management Limited didn’t make it clear how long it would take for a payment made by direct debit to reach his Individual Savings Account (‘ISA’). What happened On 5 March 2024, Mr H requested a payment into his M&G IS... (3 pages)View decision -
Decision Reference DRN-5293354
10 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5293354 The complaint Ms H complains that HSBC UK Bank Plc (‘HSBC’), irresponsibly granted her a credit card she couldn’t afford to repay. What happened In October 2016 Ms H entered into an agreement with HSBC to have access to credit by way of a credit card account. She was given ... (4 pages)View decision -
Decision Reference DRN-5238441
10 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5238441 The complaint Miss P has complained that Santander UK Plc won’t refund the money she lost after falling victim to a scam. What happened In summer 2024, Miss P was selling an item online. A scammer got in touch, took their conversation off the platform, and told Miss P they’d... (2 pages)View decision
