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 382298 results
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Decision Reference DRN-5922795
10 Nov 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5922795 The complaint Mr P complains about the actions and service provided by Metro Bank PLC when it blocked his account. To put things right, he wants more compensation than Metro Bank has offered. What happened A four-figure credit into Mr P’s account was flagged by Metro Bank’s... (3 pages)View decision -
Decision Reference DRN-5864252
10 Nov 2025 V12 Retail Finance Limited UpheldConsumer CreditDRN-5864252 The complaint Mr K complains that a used car he acquired via a hire purchase agreement with V12 Retail Finance Limited wasn’t of satisfactory quality. He also complains that the car was not sold as described in respect of a cherished plate that wasn’t included when he purcha... (3 pages)View decision -
Decision Reference DRN-5896401
10 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5896401 The complaint Mr P complains that Nationwide Building Society (“NBS”) blocked his online banking following an attempt to make a payment to a friend. Mr P says NBS had no evidence he was the victim of a scam or otherwise and despite cancelling the payment NBS continued to res... (6 pages)View decision -
Decision Reference DRN-5683617
10 Nov 2025 Go Car Credit Limited UpheldConsumer CreditDRN-5683617 The complaint Mr H complains Go Car Credit Limited (“Go Car”) irresponsibly lent to him. What happened In June 2021, Mr H applied for car finance with Go Car. The application was approved, and he was given £7,715.00 with monthly repayments of £289.53 to be repaid over 48 mon... (3 pages)View decision -
Decision Reference DRN-5812838
10 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5812838 The complaint Mr R complains that a conditional sale agreement with Moneybarn No. 1 Limited under which a car was supplied to him was unaffordable for him and that the lending was irresponsible. Mr R is being represented by a legal adviser. What happened A used car was suppl... (3 pages)View decision -
Decision Reference DRN-5940507
10 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5940507 The complaint Miss T complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved two credit card applications she made and increased the credit limit on one of the accounts. What happened The background to this complaint and my initial conclusions were set... (4 pages)View decision -
Decision Reference DRN-5557130
10 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5557130 The complaint Mr S says Monzo Bank Ltd (“Monzo”) failed to protect him from financial harm when he fell victim to a scam. Mr S has appointed a professional representative who has brought this complaint on his behalf. However, for ease, I will simply refer to “Mr S” throughou... (4 pages)View decision -
Decision Reference DRN-5783078
10 Nov 2025 esure Insurance Limited UpheldInsuranceDRN-5783078 The complaint Mr R complains about the settlement that esure Insurance Limited offered him following the total loss of his car. He wants it to pay him a settlement of £12,500. What happened Mr R’s car was damaged and declared to be a total loss. esure offered Mr R £10,171 l... (3 pages)View decision -
Decision Reference DRN-5866894
10 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5866894 The complaint Mr C complains that HSBC Bank UK Plc unfairly blocked and closed his bank account without providing a proper explanation. He’s also unhappy with the service he received and how long HSBC took to release his closing balance. What happened Mr C had a current acc... (4 pages)View decision -
Decision Reference DRN-5719202
10 Nov 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5719202 The complaint Miss H complains that Zopa Bank Limited failed to carry out proper affordability checks in relation to her ability to repay a loan that it made to her. What happened Miss H applied to Zopa for a loan to consolidate her debts in August 2023. Her application was ... (3 pages)View decision
