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 388057 results
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Decision Reference DRN-5977389
5 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5977389 The complaint Mr G says NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’), irresponsibly lent to him. He says it didn’t make proportionate checks to ensure he could afford the repayments towards several personal loans. He thinks that NatWest lent irresponsibly bec... (4 pages)View decision -
Decision Reference DRN-5829465
5 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5829465 The complaint Mr P’s complaint relates to an account he has with Monzo Bank Ltd. He is unhappy with the service he received when there was a delay in money being returned to his account by a merchant. What happened Mr P made a faster payment to a merchant on 28 April 2025 fo... (2 pages)View decision -
Decision Reference DRN-5998555
4 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5998555 The complaint Mrs S has complained that Barclays Bank UK PLC (“Barclays”) closed her accounts without her knowledge. Mrs S has also complained that she was unable to open a new account with Barclays and had issues accessing money in her ISA. What happened Mrs S went to log i... (3 pages)View decision -
Decision Reference DRN-5910413
4 Dec 2025 ECCLESIASTICAL INSURANCE OFFICE PUBLIC LIMITED COMPANY Not upheldInsuranceDRN-5910413 The complaint Mr H has brought a complaint in his capacity as director of limited company “N” about ECCLESIASTICAL INSURANCE OFFICE PUBLIC LIMITED COMPANY (“Ecclesiastical”) and its decline of a claim made under a building insurance policy. Any references to Ecclesiastical i... (3 pages)View decision -
Decision Reference DRN-5856326
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5856326 The complaint Miss V complains that Monzo Bank Ltd, won’t refund the money she lost to a modelling job scam. Also, she is dissatisfied with the service she received when she complained. What happened Miss V was introduced to an international modelling role with overseas Com... (6 pages)View decision -
Decision Reference DRN-5998489
4 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5998489 The complaint Mr and Mrs A’s complaint is, in essence, that First Holiday Finance 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’) ... (11 pages)View decision -
Decision Reference DRN-5998290
4 Dec 2025 esure Insurance Limited UpheldInsuranceDRN-5998290 The complaint Mr H and Mrs H complained about esure Insurance Limited’s service under their motor insurance policy. What happened Mrs H is the policyholder and Mr H is the named driver on the policy. But for ease I often refer to Mr H here because he has dealt with the comp... (3 pages)View decision -
Decision Reference DRN-5848594
4 Dec 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5848594 The complaint Mr A complains that Motability Operations Limited (“MO”) is going to charge him a fee to end his contract. What happened Earlier this year, Mr A entered into a contract to hire a car from MO. It is a regulated hire agreement under the Consumer Credit Act 1974.... (2 pages)View decision -
Decision Reference DRN-5976022
4 Dec 2025 Black Horse Limited UpheldConsumer CreditDRN-5976022 The complaint Mr D complains that a caravan that was supplied to him under a hire purchase agreement with Black Horse Limited wasn’t of satisfactory quality. What happened A used caravan was supplied to Mr D under a hire purchase agreement with Black Horse that he signed in ... (4 pages)View decision -
Decision Reference DRN-5989537
4 Dec 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5989537 The complaint Miss O complains that a credit card account with Jaja Finance Limited, trading as Asda Money Credit Card, is unaffordable for her and that the lending was irresponsible. What happened Miss O applied to Asda Money Credit card for a credit card account in Februar... (3 pages)View decision