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 393318 results
-
Decision Reference DRN-6078246
18 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6078246 The complaint Miss C complains that a credit card account with Monzo Bank Limited was unaffordable and that it provided the credit to her irresponsibly. What happened Miss C opened a bank account with Monzo in September 2018 and was provided with an overdraft limit of £50. H... (2 pages)View decision -
Decision Reference DRN-5737355
18 Feb 2026 Loans 2 Go Limited Not upheldConsumer CreditDRN-5737355 The complaint Miss S complains that Loans 2 Go lent to her irresponsibly. What happened On 11 August 2019, Miss S took out an unsecured fixed-sum loan for £670; the monthly repayments were £152.13, with a total repayment amount of £2,756.34. This had an 18- month term and an... (4 pages)View decision -
Decision Reference DRN-5961973
18 Feb 2026 Lendable Ltd Not upheldConsumer CreditDRN-5961973 The complaint Miss W complains that a loan from Lendable Limited was unaffordable and that it shouldn’t have lent to her. What happened Miss W entered into a fixed sum loan agreement with Lendable Limited that she electronically signed in November 2023 for a loan of £7,500. ... (3 pages)View decision -
Decision Reference DRN-6003409
18 Feb 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-6003409 The complaint Mr D complains J.P. Morgan Europe Limited trading as Chase recorded a marker against him on a national fraud database. He doesn’t think it’s treated him fairly. What happened Below is a summary. Mr D received a large payment into his Chase account through a ban... (3 pages)View decision -
Decision Reference DRN-5836445
18 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5836445 THE COMPLAINT The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail. In short, Mr B is unhappy that Monzo Bank Ltd (“Monzo”) will not reimburse him payments he made to Pixeleum. One of our investigators c... (3 pages)View decision -
Decision Reference DRN-6164585
18 Feb 2026 Casualty & General Insurance Company (Europe) Ltd Not upheldInsuranceDRN-6164585 The complaint Ms M’s complaint is about a claim she made on her Casualty & General Insurance Company (Europe) Ltd (‘C&G’) pet insurance policy. Ms M says C&G treated her unfairly. What happened I issued a provisional decision in which I said: “I’ve considered th... (3 pages)View decision -
Decision Reference DRN-6164409
18 Feb 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6164409 The complaint Mr C complains that Clydesdale Bank Plc, trading as Virgin Money, have unfairly applied interest to his account. What happened In March 2020, Mr C Virgin withdrew promotional interest-rate offers that had previously been applied to his account. Mr C contacted V... (3 pages)View decision -
Decision Reference DRN-6025425
18 Feb 2026 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-6025425 The complaint Mr E has complained that his motor insurer, Admiral Insurance (Gibraltar) Limited (‘Admiral’), cancelled his policy without his permission. What happened Mr E had a multi-car policy with Admiral for his two vehicles. A few weeks prior to his policy renewing, h... (4 pages)View decision -
Decision Reference DRN-6108855
18 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6108855 Complaint Mr M has complained about the overdraft charges Lloyds Bank PLC (“Lloyds”) applied to his current account. He’s said the charges were applied unfairly as he was allowed to use his overdraft for a prolonged period. Mr M is being represented, by “the representative”... (4 pages)View decision -
Decision Reference DRN-6142197
18 Feb 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-6142197 The complaint Zopa Bank Limited provided Mr M with a credit card in 2021. It had a credit limit of £300. Mr M says the credit was provided irresponsibly. What happened Mr M complains about Zopa’s lending decisions below: Date Event Credit Limit September 2021 Account openi... (2 pages)View decision