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-5896817
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5896817 The complaint Mr G complains that Monzo Bank Ltd (‘Monzo’) closed his account without explanation. What happened Mr G had a current account with Monzo. In March 2025, Monzo contacted Mr G to confirm it had decided to close his account, without providing notice and in line w... (3 pages)View decision -
Decision Reference DRN-5659063
4 Dec 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5659063 The complaint Miss R complains that Gain Credit LLC trading as Lending Stream lent to her irresponsibly when they provided her with four instalment loans. What happened In 2023, Miss R was provided with an instalment loan by Lending Stream for £200, repayable over six insta... (3 pages)View decision -
Decision Reference DRN-5813946
4 Dec 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5813946 The complaint Mr H is unhappy with the decision made by AXA Insurance UK Plc (AXA) following a claim made for damage caused by an escape of water incident. S Homes and Mr H are both party to this complaint. Mr H also has a representative (Mrs H) dealing with the complaint o... (2 pages)View decision -
Decision Reference DRN-5986838
4 Dec 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5986838 The complaint Miss L complains that PROPEL HOLDINGS (UK) LIMITED, trading as Quid Market, lent to her irresponsibly. She’s also unhappy with how it dealt with her complaint, and some subsequent communication. What happened Miss L was provided one short-term loan by Quid Mar... (4 pages)View decision -
Decision Reference DRN-5920583
4 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5920583 The complaint Miss V complains that Nationwide Building Society unfairly closed her savings accounts. What happened Miss V held two savings accounts with Nationwide. One of those was an Individual Savings Account (ISA), and Miss V’s total savings were around £108,000. She ha... (2 pages)View decision -
Decision Reference DRN-5985402
4 Dec 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5985402 The complaint Mr G is unhappy with how Capital One (Europe) plc closed his credit card account, and how they have dealt with his request to reopen the account. What happened The complaint circumstances are well known to both parties, so I don’t intend to list this chronolog... (4 pages)View decision -
Decision Reference DRN-5888731
4 Dec 2025 Conister Bank Limited Not upheldConsumer CreditDRN-5888731 The complaint Mr O complains that Conister Bank Limited are seeking full repayment from him under a fixed sum loan agreement. What happened In November 2024, Mr O applied for an online training course. The bulk of the course content was scheduled to take place over several w... (2 pages)View decision -
Decision Reference DRN-5672888
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5672888 The complaint Miss M complains that Monzo Bank Ltd (“Monzo”) irresponsibly provided her with an overdraft. What happened In November 2024, Miss M applied for an overdraft with Monzo. The application was approved, and she was provided a limit of £1,000. To date, this limit h... (3 pages)View decision -
Decision Reference DRN-5800158
4 Dec 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5800158 The complaint Mr N is unhappy that a car supplied to him under a hire purchase agreement with Volkswagen Financial Services (UK) Limited (‘VWFS’) was of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will b... (2 pages)View decision -
Decision Reference DRN-5985008
4 Dec 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5985008 The complaint Miss S complains that Bank of Scotland plc, trading as Halifax, unfairly recorded a default against her. What happened Miss S held a credit card with Halifax; the account ultimately defaulted in 2025. Miss S considers the default to have been unfairly register... (3 pages)View decision