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-5891485
4 Dec 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5891485 The complaint Miss L complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AESEL”) failed to help her recover money she paid to several retailers. What happened As the complaint is well-known to Miss L and AESEL, I will only briefly summarise the key points. Miss L conta... (5 pages)View decision -
Decision Reference DRN-5886893
4 Dec 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5886893 The complaint Ms J is unhappy her escape of water claim hasn’t yet been settled, and she has raised issues related to her alternative accommodation being terminated. Ageas Insurance Limited (“Ageas”) were providing the home insurance policy. What happened Ms J made a claim w... (2 pages)View decision -
Decision Reference DRN-5895162
4 Dec 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5895162 The complaint Ms E complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) hasn’t refunded her money she paid for a holiday rental, or the consequential losses she incurred. Ms E also complains that Virgin Money handled her claim poorly and unprofessional... (5 pages)View decision -
Decision Reference DRN-5895004
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5895004 The complaint Mr G and Ms A complain that Monzo Bank Ltd (‘Monzo’) closed their joint account. What happened Mr G and Ms A had a joint account with Monzo. In March 2025, Monzo contacted Mr G to confirm it had decided to close Mr G and Ms A’s joint account, without providing... (2 pages)View decision -
Decision Reference DRN-5767932
4 Dec 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5767932 The complaint Mr C is unhappy with the quality of a car financed using a hire purchase agreement from Toyota Financial Services (UK) PLC. What happened In July 2024 Mr C entered into a hire purchase agreement with Toyota for a used car. The car was around six years old and h... (3 pages)View decision -
Decision Reference DRN-5836488
4 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5836488 The complaint Mr and Mrs F’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’). What ... (10 pages)View decision -
Decision Reference DRN-5704183
4 Dec 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5704183 The complaint Mr M complains that Zopa Bank Limited (“Zopa”) irresponsibly lent to him. What happened Zopa provided Mr M with a personal loan in March 2024 for £7,500, with a total amount repayable of £10,597.07 over 48 months. The monthly payments were around £220. I unders... (4 pages)View decision -
Decision Reference DRN-5888324
4 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5888324 The complaint Mr and Mrs B’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 (2)... (12 pages)View decision -
Decision Reference DRN-5692123
4 Dec 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5692123 The complaint Miss G complains that Startline Motor Finance Limited irresponsibly provided her with an unaffordable regulated hire purchase agreement. What happened In July 2023 Startline provided Miss G with a hire purchase agreement to finance a car with a cash price of £1... (4 pages)View decision -
Decision Reference DRN-5706861
4 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5706861 The complaint Monzo Bank Ltd (“Monzo”) provided Mr M with an overdraft with a credit limit of £250 on 18 July 2023. Mr M says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here... (3 pages)View decision