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 368546 results
-
Decision Reference DRN-5603729
5 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5603729 The complaint A limited company, which I’ll refer to as ‘R’, is unhappy that National Westminster Bank Plc (“NatWest”) restricted and then later moved to default and close its bank accounts. R’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr... (8 pages)View decision -
Decision Reference DRN-5604198
5 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5604198 Complaint Mrs C has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to her. She says the credit card was unaffordable and so shouldn’t have been provided to her. Background Vanquis provided Mrs C with a credit card with an initial limit of £1,000.00... (3 pages)View decision -
Decision Reference DRN-4819466
5 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4819466 The complaint Mr M complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In December 2023, Mr M’s fiancée appeared in court and was required to pay a fine. Mr M says he agreed with his fiancée’s lawy... (3 pages)View decision -
Decision Reference DRN-5583629
5 Jun 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5583629 Complaint Mr D has complained about a credit card MBNA Limited (“MBNA”) provided to him. He says his financial situation was not considered adequately and this resulted in him being issued with a credit card and a limit increase which he couldn’t afford. Background MBNA pro... (3 pages)View decision -
Decision Reference DRN-5594818
5 Jun 2025 SNAP FINANCE LIMITED Not upheldConsumer CreditDRN-5594818 Complaint Mr H has complained about a loan Snap Finance Limited (“Snap”) provided to him. He says that the loan was unaffordable and so shouldn’t have been provided. Background In July 2022, Mr H sought to purchase goods from a retailer. The cash price of the goods was £1,4... (3 pages)View decision -
Decision Reference DRN-5241970
5 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5241970 The complaint Mr F complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in s... (7 pages)View decision -
Decision Reference DRN-5601855
5 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5601855 The complaint Mr N complains, through his representative, that NewDay Ltd (“NewDay”) gave him two credit cards and then then increased his credit limit when he couldn’t afford them. What happened Mr N had two NewDay credit cards an Opus branded one and an Aqua branded card a... (4 pages)View decision -
Decision Reference DRN-5242663
4 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5242663 THE COMPLAINT Mr N holds/held an account with Bank of Scotland plc trading as Halifax (“Halifax”). Mr N’s complaint is about Halifax’s refusal to fully reimburse him money he says he lost due to a scam. Mr N is represented by Refundee in this matter. However, where appropr... (5 pages)View decision -
Decision Reference DRN-5576328
4 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5576328 The complaint Mr S complains about how AXA Insurance UK Plc settled a claim on his contents insurance. Mr S and his brother are both named policyholders on their AXA policy, so any claim or complaint is brought by them both. But for simplicity, and because most of the inform... (3 pages)View decision -
Decision Reference DRN-5556800
4 Jun 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5556800 The complaint Mr M complains about issues that he’s had with Clydesdale Bank plc, trading as Virgin Money, relating to his current and credit card accounts. What happened Mr M has a current account and a credit card account with Virgin Money. He complained to it about a numb... (3 pages)View decision
