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 374385 results
-
Decision Reference DRN-5321389
28 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5321389 The complaint Mr M complains that Nationwide Building Society irresponsibly granted him an overdraft, with the limit then increasing over time, that he couldn’t afford to repay. What happened In June 2024, Mr M asked Nationwide for an overdraft; the limit then changed sever... (4 pages)View decision -
Decision Reference DRN-5564238
28 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5564238 The complaint Miss B has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened In July 2024 Monzo received a fraud report from another bank about a payment made into Miss B’s Monzo account. This payment was ... (2 pages)View decision -
Decision Reference DRN-5778214
28 Aug 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5778214 The complaint Mr A complains The Co-operative Bank Plc (“Co-op”) recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly. What happened I issued my provisional decision on this complaint, setting out why I didn’t intend to... (4 pages)View decision -
Decision Reference DRN-5546751
28 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5546751 The complaint J has complained Clydesdale Bank plc, trading as Virgin Money, should have done more to prevent them being a victim of a scam. What happened Mr R acts a sole trader for a business called J. Mr R is in his 80s and retired in 2006. J’s business account was retain... (3 pages)View decision -
Decision Reference DRN-5372343
28 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5372343 The complaint Mr K complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY didn’t do enough to protect him from financial loss to a scam. What happened The background to this complaint is familiar to both parties, so I’ll only refer to some key events here. In 2017 Mr K... (4 pages)View decision -
Decision Reference DRN-5719753
28 Aug 2025 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-5719753 The complaint Mrs G complains about problems she has had with a car Tandem Motor Finance Limited (Tandem) supplied to her under a hire purchase agreement. What happened The parties are familiar with the background to this complaint – so I will only summarise it briefly here... (6 pages)View decision -
Decision Reference DRN-5372330
28 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5372330 The complaint Mr K complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY didn’t do enough to protect him from financial loss to a scam. What happened The background to this complaint is familiar to both parties, so I’ll only refer to some key events here. In 2017 Mr K... (4 pages)View decision -
Decision Reference DRN-5733936
28 Aug 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5733936 The complaint Mr and Mrs P are unhappy with what ARAG Legal Expenses Insurance Company Limited did after they made claims on their legal expenses insurance policy. Although the policy is in joint names, as the claims have been largely pursued by Mr P, I’ll mainly refer to hi... (7 pages)View decision -
Decision Reference DRN-5481209
28 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5481209 The complaint Mr B complains that Oodle Financial Services Limited (Oodle) failed to complete adequate creditworthiness assessments prior to lending to him, resulting in him experiencing financial hardship. Mr B is represented in this complaint by a professional representati... (4 pages)View decision -
Decision Reference DRN-5724953
28 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5724953 The complaint Mr J complains about how U K Insurance Limited trading as Direct Line (Direct Line) handled a claim under his motor insurance policy for damage to his vehicle in an accident. He’s unhappy at the time taken for repairs to be carried out and Direct Line treating ... (5 pages)View decision
