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 369227 results
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Decision Reference DRN-5178768
30 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5178768 The complaint Ms B is complaining about direct debit transactions from her NatWest Westminster Bank Public Limited Company (NatWest) account which she says she didn’t authorise. She is also unhappy NatWest can’t prevent further payments from being taken. What happened Dire... (3 pages)View decision -
Decision Reference DRN-5655924
30 Jun 2025 Aldermore Bank Plc UpheldMortgagesDRN-5655924 The complaint This complaint’s about a mortgage Miss R holds with Aldermore Bank Plc. The complaint relates primarily to how Aldermore has dealt with Miss R’s requests for help during an extended period of financial hardship over 2023 and 2024. What happened Our Investigato... (3 pages)View decision -
Decision Reference DRN-5287653
30 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5287653 The complaint Mr W complains that Barclays Bank UK PLC won’t reimburse money he lost to a scam. What happened In 2022, Mr W fell victim to an investment scam after seeing an advert on social media which appeared to be promoted by a celebrity. Mr W believed he would be tradi... (3 pages)View decision -
Decision Reference DRN-5654994
30 Jun 2025 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-5654994 The complaint Mr Z complains that Marks & Spencer Financial Services Plc trading as M&S Bank was irresponsible in its lending to him. What happened Mr Z was provided with a £8,000 loan by M&S Bank in April 2024. The loan term was 12 months and Mr Z was required t... (3 pages)View decision -
Decision Reference DRN-5631129
30 Jun 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5631129 The complaint Mr C complains about how Motability Operations Limited (“MO”) handled his request for help when he realised the car supplied to him under a hire agreement wasn’t suitable. What happened The parties are familiar with the background of this complaint so I will o... (3 pages)View decision -
Decision Reference DRN-5641120
30 Jun 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5641120 The complaint Mr H has complained that Madison CF UK Limited trading as 118 118 Money (Madison) unfairly provided him with a loan. What happened On 18 September 2021, Mr H entered into a loan agreement with Madison as shown below, to consolidate his debt. Date Amount of cr... (3 pages)View decision -
Decision Reference DRN-5473348
30 Jun 2025 Intrum UK Limited Not upheldConsumer CreditDRN-5473348 The complaint Mr J complains that Intrum UK Limited (Intrum) caused him stress and upset by contacting him about a debt that was statute barred. What happened Mr J had a credit card that was taken out around 1999 with a business I’ll refer to as M. the account fell into arre... (3 pages)View decision -
Decision Reference DRN-5637455
30 Jun 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5637455 The complaint Mr and Mrs F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (13 pages)View decision -
Decision Reference DRN-5346873
30 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5346873 The complaint Mr H complains that Bank of Scotland plc (trading as Halifax) will not refund money he lost to a scam. What happened On 27 November 2023 Mr H made three transfers totalling £6,308.58 to an account he held with another bank that I’ll refer to as R. Mr H said he ... (2 pages)View decision -
Decision Reference DRN-5652197
30 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5652197 The complaint Mr T complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr T throughout this decision. What happened The background to this complaint is ... (5 pages)View decision
