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 383377 results
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Decision Reference DRN-5957855
18 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5957855 The complaint Mrs G and Mr G’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 (... (4 pages)View decision -
Decision Reference DRN-5954524
18 Nov 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5954524 The complaint Mr D complains that Monzo Bank Ltd was irresponsible in its lending to him. He wants the interest paid on the loan refunded and all remaining interest removed, and consideration given to whether he should be awarded compensation for the stress this loan has cau... (4 pages)View decision -
Decision Reference DRN-5699509
18 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5699509 The complaint Ms J complains that Monzo Bank Ltd won’t refund her the money she lost, after she fell victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in summary, I understand it to b... (4 pages)View decision -
Decision Reference DRN-5957696
18 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5957696 The complaint Mr J complains that NewDay Ltd irresponsibly lent to him. What happened • Mr J was approved for an NewDay credit card (which I will refer to as A in this decision), in March 2019 with a credit limit of £300. I have detailed the credit limit changes below: Septe... (5 pages)View decision -
Decision Reference DRN-5957762
18 Nov 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5957762 The complaint Mrs W complains Link Financial Outsourcing Limited didn’t correctly start taking payments for her debt which led to a default being incorrectly applied. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’... (4 pages)View decision -
Decision Reference DRN-5957706
18 Nov 2025 ZILCH TECHNOLOGY LIMITED UpheldConsumer CreditDRN-5957706 The complaint Ms H complains that Zilch Technology Limited trading as Zilch (‘Zilch’) lent to her irresponsibly. What happened In February 2022 Ms H applied for a deferred payment account with Zilch. Her application was successful, and Zilch gave her an initial credit limit... (5 pages)View decision -
Decision Reference DRN-5956901
18 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5956901 The complaint Mrs B, via her representative, has complained that HSBC UK Bank Plc acted irresponsibly when it provided her access to multiple forms of credit. Mrs B applied for a credit card, two loans and an overdraft facility from HSBC. This decision will only consider wh... (4 pages)View decision -
Decision Reference DRN-5903582
18 Nov 2025 Somerset Bridge Insurance Services Limited UpheldInsuranceDRN-5903582 The complaint Mr D complains about Somerset Bridge Insurance Services Limited trading as Go Skippy (“SBI”) and their referral of his claim to an accident management company (“AMC”). What happened The claim and complaint circumstances are well known to both parties. So, I don... (4 pages)View decision -
Decision Reference DRN-5837475
18 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5837475 The complaint Mr W complains that National Westminster Bank Public Limited Company (NatWest) unfairly defaulted his account. What happened Mr W had an overdraft with NatWest and in April 2023 it wrote to him to say that he needed to repay the overdraft or agree a suitable r... (2 pages)View decision -
Decision Reference DRN-5861134
18 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5861134 The complaint Mr H is complaining about National Westminster Bank Public Limited Company because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr H fell victim to a cruel investment scam. After seeing an advert on social media, he was added t... (3 pages)View decision
