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 386796 results
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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 -
Decision Reference DRN-5965346
26 Nov 2025 Tandem Bank Limited UpheldConsumer CreditDRN-5965346 The complaint Mr D’s complaint is, in essence, that Tandem Bank Limited 1 (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 (as amended) (the ‘CCA’) and (2) deciding ... (11 pages)View decision -
Decision Reference DRN-5964043
26 Nov 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5964043 The complaint Mr B complains that Oodle Financial Services Limited refused to terminate his hire purchase agreement at no cost to him when the car he had acquired was written off. What happened On 1 September 2024 Mr B acquired a second-hand car from a garage. This cost £16,... (2 pages)View decision -
Decision Reference DRN-5397669
26 Nov 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5397669 The complaint Mrs M complains that Metro Bank PLC (Metro) told her she wasn’t liable for the debts of her limited company, L, despite the fact that she was personally liable under the terms of a guarantee she had signed. Mrs M says that, if she knew the correct position, she... (3 pages)View decision -
Decision Reference DRN-5888049
26 Nov 2025 BISL Limited Not upheldInsuranceDRN-5888049 The complaint Mr R complains about BISL Limited trading as Budget Insurance Services (“BISL”) and the service they provided after he contacted them to make a claim on his motor insurance policy What happened The claim and complaint circumstances are well known to both parties... (4 pages)View decision -
Decision Reference DRN-5889984
26 Nov 2025 Alltrust Services Limited Not upheldPensions and AnnuitiesDRN-5889984 The complaint Mr L is concerned about how Alltrust Services Limited (‘Alltrust’) has handled his self- invested personal pension (‘SIPP’) since acquiring it, and that it has not provided him with the information and assurances he believes he’s entitled to. Mr L is represent... (7 pages)View decision
