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 375266 results
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Decision Reference DRN-5591621
4 Sep 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5591621 The complaint Mr M and Ms O have a joint offset mortgage with Barclays Bank UK PLC They complain that the bank allows Mr M to view information about Ms O’s sole account on his phone although the parties have now separated. What happened Mr M and Ms O have a joint offset mor... (2 pages)View decision -
Decision Reference DRN-5651786
4 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5651786 The complaint Mr P complains that Nationwide Building Society won’t fully reimburse the money he lost as the result of a scam. Mr P has been represented in his complaint by a firm of solicitors. What happened The background to the scam is well known to both parties, so I’ll ... (6 pages)View decision -
Decision Reference DRN-5754010
4 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5754010 The complaint Mr P has complained that HSBC UK Bank Plc (“HSBC UK”) applied fees to a payment made into his HSBC Currency Account. What happened Mr P paid €3,200 Euros into his HSBC UK Currency Account, but when the payment was received, a €31.50 fee had been applied to the ... (2 pages)View decision -
Decision Reference DRN-5392168
4 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5392168 The complaint Mr H complains that Monzo Bank Ltd (“Monzo”) won’t refund transactions he didn’t make or otherwise authorise. What happened The detailed background to this complaint is well known to both parties. Briefly, in April 2024, Mr H contacted Monzo about two payments... (2 pages)View decision -
Decision Reference DRN-5741765
4 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5741765 The complaint Miss E complained about the service provided by Barclays Bank UK PLC over the phone. To put things right, Miss E wants Barclays to pay her more compensation than the £95 it has paid so far. What happened Miss E regularly phoned Barclays on her own account and... (3 pages)View decision -
Decision Reference DRN-5611487
4 Sep 2025 National House-Building Council UpheldInsuranceDRN-5611487 The complaint Mr W and Miss F have complained about their building warranty provider National House-Building Council regarding claims they’ve made for defects and damage at their new build home. What happened In November 2023 Mr W noticed areas of the property’s driveway we... (4 pages)View decision -
Decision Reference DRN-5797311
4 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5797311 The complaint Mr E, with the assistance of his representative Ms B, complains about the delays and difficulties he had registering a Lasting Power of Attorney (LPA) with Nationwide Building Society (NBS). What happened I sent the parties a provisional decision in August 2025... (5 pages)View decision -
Decision Reference DRN-5569413
4 Sep 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5569413 The complaint Mrs P complains that Sainsbury’s Bank Plc allowed a transaction to be debited from her credit card despite her Sainsbury’s to stop it. What happened Mrs P’s husband held a motor insurance policy with an insurer I’ll refer to as X – Mrs P was a named driver on t... (2 pages)View decision -
Decision Reference DRN-5737728
4 Sep 2025 Pentecostal Credit Union Limited Not upheldConsumer CreditDRN-5737728 The complaint Mr J is complaining about the way Pentecostal Credit Union Limited trading as The Pentecostal Community Bank (PCB) treated him when he struggled to make repayments on his loan. What happened PCB approved a loan to Mr J in December 2021. He wasn’t able to keep u... (5 pages)View decision -
Decision Reference DRN-5764693
4 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5764693 The complaint Mr P complains about how AMERICAN EXPRESS SERVICES EUROPE LIMITED (‘Amex’) handled a claim he made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving... (4 pages)View decision
