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 367928 results
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Decision Reference DRN-5546768
4 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5546768 The complaint Mr S complains Lloyds Bank PLC unfairly closed his accounts. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr S held accounts with Lloyds. On 3 Aug... (3 pages)View decision -
Decision Reference DRN-5603859
4 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5603859 The complaint Mr U complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr U applied for an Aqua credit card in June 2018. In his application, Mr U said he was employed ... (3 pages)View decision -
Decision Reference DRN-5375264
4 Jun 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5375264 The complaint Mr F, through a representative, says Oakbrook Finance Limited, trading as Likely Loans, irresponsibly lent to him. What happened Mr F took out a 24-month instalment loan for £1,000 from Likely Loans on 30 March 2024. The monthly repayments were £61.46 and the t... (3 pages)View decision -
Decision Reference DRN-5603746
4 Jun 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5603746 The complaint Mr C is unhappy with a goodwill payment offered by Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘VWFS’) in relation to a hire purchase agreement. What happened Around August 2018 Mr C entered into a hire purchase agreement wit... (3 pages)View decision -
Decision Reference DRN-5370005
4 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5370005 The complaint Mrs F is complaining that Revolut Ltd aren’t refunding the payments she made when she fell victim to a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat everything here. Mrs F met someone on a dating app in J... (3 pages)View decision -
Decision Reference DRN-5523430
4 Jun 2025 Novia Financial Plc UpheldPensions and AnnuitiesDRN-5523430 The complaint Mr M complains that Novia Financial Plc (“Novia”) failed to conduct sufficient due diligence when it allowed him to establish a Self-Invested Personal Pension (“SIPP”) and invest in an unregulated collective investment scheme . Mr M is b... (21 pages)View decision -
Decision Reference DRN-5431635
4 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5431635 The complaint Mr L is unhappy with National Westminster Bank Plc. Mr L wanted to set up a new standing order but was told by NatWest that he would need to set up biometrics on his mobile phone to be able to do this. He doesn’t want to do that as he feels it isn’t safe. He wa... (3 pages)View decision -
Decision Reference DRN-5561566
4 Jun 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5561566 The complaint Mr A complains that Bank of Scotland plc, trading as Halifax, has charged him the wrong interest rate for his loan. What happened Mr A applied online for a loan with Halifax; the application was accepted. The funds were drawn down and, as I understand it, Mr A... (3 pages)View decision -
Decision Reference DRN-5253693
4 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5253693 The complaint Mr A complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to a job scam. What happened The events leading up to this complaint are known to both parties. I won’t repeat all the details here. In summary, Mr A says that in January 2024 he was c... (4 pages)View decision -
Decision Reference DRN-5378158
4 Jun 2025 Bank of Scotland Plc UpheldMortgagesDRN-5378158 The complaint Ms C complains that her ex-husband was allowed to make changes to their joint mortgage held with Bank of Scotland plc trading as Halifax without her consent. She also complains that her mortgage payments are too high and wants Halifax to reduce the amount she’s... (4 pages)View decision
