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 386169 results
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Decision Reference DRN-5955138
26 Nov 2025 Atom Bank PLC Not upheldBanking and PaymentsDRN-5955138 The complaint Mr R complains that Atom Bank PLC provided unclear and misleading information when it notified him of an interest rate reduction on his savings account. What happened Mr R holds an lnstant Saver Reward account with Atom. Atom emailed Mr R to let him know that ... (2 pages)View decision -
Decision Reference DRN-5957588
26 Nov 2025 Saga Services Limited UpheldInsuranceDRN-5957588 The complaint Mr S and Mrs S complain about Saga Services Limited (“Saga”) and the service provided to him during the renewal of his home insurance policy. Mr S has acted as the main representative during the claim and complaint process. So, for ease of reference, I will ref... (5 pages)View decision -
Decision Reference DRN-5792664
26 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5792664 The complaint Mr R has complained that MONEYBARN NO.1 LIMITED trading as Moneybarn unfairly provided him with credit for a vehicle. What happened In April 2019, Mr R entered into a finance agreement with Moneybarn for the purchase of a car as shown below. Mr R settled the a... (3 pages)View decision -
Decision Reference DRN-5951602
26 Nov 2025 Santander UK Plc UpheldConsumer CreditDRN-5951602 The complaint Mr M complains that Santander UK Plc unfairly declined his application for a personal loan. What happened In May 2025 Mr M applied for a personal loan with Santander for £25,000, but his application was declined. Mr M said it had been declined unfairly, both i... (3 pages)View decision -
Decision Reference DRN-5971397
26 Nov 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5971397 The complaint Mr J complains that Scottish Widows Limited (SWL) mis-sold his pension. He also complains that SWL changed his chosen retirement age from 55 to 57 without explanation or permission. He feels that SWL promised him when he bought the pension that he’d be able to ... (4 pages)View decision -
Decision Reference DRN-5937777
26 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5937777 The complaint Mr F complains that Monzo Bank Ltd (Monzo) treated him unfairly when it didn’t refund a payment he made to a third party. What happened The background to this complaint is well known to all parties so I’ll just give a broad overview here. On 2 September 2025,... (4 pages)View decision -
Decision Reference DRN-5810386
26 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5810386 The complaint Mr J complains that Lloyds Bank PLC irresponsibly lent to him. What happened Mr J was approved for a second credit card by Lloyds in September 2019, with a £7,000 credit limit. The credit limit was immediately increased via a credit limit swap with his first Ll... (2 pages)View decision -
Decision Reference DRN-5807646
26 Nov 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5807646 The complaint Miss M complains J.P. Morgan Europe Limited trading as Chase didn’t provide clear information when handling her payment request. She says that this resulted in significant trouble and upset, warranting compensation. What happened A summary of what happened is b... (2 pages)View decision -
Decision Reference DRN-5759742
26 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5759742 The complaint Mr B’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Consumer Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 ... (11 pages)View decision -
Decision Reference DRN-5759770
26 Nov 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5759770 The complaint Mrs O complained about Lloyds Bank General Insurance Limited (“Lloyds”) poor handling of her claim following an escape of water, under her home buildings insurance policy. What happened In November 2023 Mrs O noticed damage from a leak originating in her bathro... (3 pages)View decision
