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 401363 results
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Decision Reference DRN-5827348
15 Dec 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5827348 The complaint Mr S complains that The Co-operative Bank P.L.C. (Co-operative) blocked and closed his account and took too long to release his money. Mr S is also unhappy with the service he received from the Co-operative. What happened The detailed background to this compla... (4 pages)View decision -
Decision Reference DRN-5968472
15 Dec 2025 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-5968472 The complaint Mrs J complained about the way Secure Trust Bank Public Limited Company trading as V12 Retail Finance Limited (V12) dealt with a claim she made for goods she bought using a fixed sum loan agreement. What happened The parties are familiar with the background of... (3 pages)View decision -
Decision Reference DRN-5969096
15 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5969096 The complaint Mr E has complained that HSBC UK Bank Plc won’t refund the money he lost after falling victim to a scam. What happened In summary, in 2021 Mr E came across an online video about a cryptocurrency opportunity, which unfortunately was a scam. The scammers offered ... (2 pages)View decision -
Decision Reference DRN-5743094
15 Dec 2025 EE Limited UpheldConsumer CreditDRN-5743094 The complaint Ms G complains about the balance of a fixed sum loan agreement with EE Limited. What happened In February 2025, Ms G took out a fixed sum loan agreement with EE, to pay for a brand new mobile telephone device. The cash price of the handset was around £800 and u... (4 pages)View decision -
Decision Reference DRN-6019660
15 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6019660 The complaint Mr O complains Monzo Bank Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr O received payments through bank transfers into his account at Monzo from a third party in Februa... (3 pages)View decision -
Decision Reference DRN-5733993
15 Dec 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5733993 The complaint Mr G complains about information recorded on his credit file by Bank of Scotland plc trading as Halifax. What happened Mr G has a loan and current account with Halifax. In April 2025, his monthly loan repayment was due. Mr G said he had funds available in his H... (2 pages)View decision -
Decision Reference DRN-5726850
15 Dec 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5726850 The complaint Miss B complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (MoneyBoat) lent to her irresponsibly when they provided her with two personal loans. What happened In 2024, Miss B was provided with two short-term loans from MoneyBoat. I’ve i... (4 pages)View decision -
Decision Reference DRN-5821602
15 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5821602 The complaint Mr K complains National Westminster Bank PLC (NatWest) blocked his access to a joint account then removed the other party from the account, without his authorisation and without consulting with him. What happened Mr K explained NatWest had frozen a joint accoun... (4 pages)View decision -
Decision Reference DRN-5752394
15 Dec 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5752394 The complaint Mr H has complained that Zurich Insurance Company Ltd unfairly and unreasonably refused to accept his claim for the theft of his bicycle under his bicycle insurance policy What happened Mr H insured his bike with Zurich on 1 March 2025. On 27 March 2025 he lock... (2 pages)View decision -
Decision Reference DRN-5846403
15 Dec 2025 AutoMoney Limited UpheldConsumer CreditDRN-5846403 The complaint Mr H is unhappy with the quality of a car financed using a hire purchase agreement from AutoMoney Limited. What happened In December 2022 Mr H entered into a hire purchase agreement with AutoMoney for a used car. The car was around four years old and had been d... (3 pages)View decision