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 384133 results
-
Decision Reference DRN-5932614
28 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5932614 The complaint Ms D complains that Monzo Bank Ltd (Monzo) declined to reimburse money that she paid after falling victim to an investment scam that began in April 2022. I was sorry to hear of Ms D’s experience and that she has needed to contact us under these circumstances. W... (4 pages)View decision -
Decision Reference DRN-5745963
28 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5745963 The complaint Miss B has complained about some of the compensation that Lloyds Bank PLC (‘Lloyds’) has awarded her in relation to an overdraft and a refinance loan. What happened Miss B was given an overdraft increase in April 2019. She also later took out a refinance loan ... (2 pages)View decision -
Decision Reference DRN-5931233
28 Nov 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5931233 The complaint Mr W complains that Advantage Finance Ltd refused his request to either reject a faulty car or be paid redress. What happened On 12 June 2023 Mr W acquired a second-hand car at a cost of £11,600 funded by a deposit of £495 and the balance with a hire purchase a... (4 pages)View decision -
Decision Reference DRN-5868434
28 Nov 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5868434 The complaint Mr B complains that BMW FINANCIAL SERVICES (GB) LIMITED failed to conduct adequate affordability checks before it lent to him, had it done so it would’ve realised he had a poor credit history. He is also unhappy with BMW’s decision to decline a further applicat... (4 pages)View decision -
Decision Reference DRN-5941324
28 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5941324 The complaint Mr Y complains that Advantage Insurance Company Limited unfairly refused a claim on his van insurance policy. It also told him he would need to reimburse it for its costs in settling the claim. Mr Y‘s policy is branded in the name of the insurance intermediary ... (3 pages)View decision -
Decision Reference DRN-5929811
28 Nov 2025 Nationwide Building Society Not upheldMortgagesDRN-5929811 The complaint Mr K complains that Nationwide Building Society didn’t accept a bill of exchange in settlement of his mortgage. He asks that it either uses the bill of exchange to settle the account or returns it to him. What happened Mr K took out a mortgage with Nationwide i... (2 pages)View decision -
Decision Reference DRN-5865152
28 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5865152 The complaint Mr K is unhappy about the service he received from the manager at a Lloyds Bank PLC branch. He’s also not happy about how Lloyds handled his complaint about this issue. What happened On 12 September 2024 Mr K visited a Lloyds branch to discuss banking services.... (3 pages)View decision -
Decision Reference DRN-5977218
28 Nov 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5977218 The complaint Mr L says he had extra costs when his car was being repaired. What happened Mr L got a new car in December 2023 through a hire agreement with Motability. In March 2024, the car developed a fault and needed repairs. Motability paid Mr L £150 for travel to the ga... (2 pages)View decision -
Decision Reference DRN-5932592
28 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5932592 The complaint Mr and Mrs S complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) did not reimburse the funds they say they lost to a scam. What happened Mr and Mrs S were approached by a company they had used before to source investment opportunities. Th... (4 pages)View decision -
Decision Reference DRN-5963296
28 Nov 2025 Valour Finance Limited Not upheldConsumer CreditDRN-5963296 The complaint Miss B complains that Valour Finance Limited trading as Savvy.co.uk (“Valour”) gave her loans which were unaffordable. What happened A summary of Miss B’s borrowing can be found below. loan number loan amount loan date repayment date number of monthly payment... (4 pages)View decision
