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 381082 results
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Decision Reference DRN-5576148
22 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5576148 The complaint Mr W complains that HSBC UK Bank Plc trading as first direct won’t reimburse him, after he sent funds for home renovations, that he now considers to have been a scam. What happened The circumstances surrounding this complaint have been set out in detail in our ... (3 pages)View decision -
Decision Reference DRN-5883950
22 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5883950 The complaint Miss R is unhappy that Zopa Bank Limited defaulted a personal loan she had with them. What happened In April 2023, Miss R took out a personal loan with Zopa. The agreement was for £14,000, with 48 monthly payments of £425.10. Miss R fell into financial difficu... (4 pages)View decision -
Decision Reference DRN-5759838
22 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5759838 The complaint Ms K complains that NewDay Ltd trading as Aquacard lent to her irresponsibly. What happened In February 2018, Ms K applied for – and was given – a credit card with NewDay. An Initial credit limit of £450 was agreed. Since then, her limit was amended as follows:... (5 pages)View decision -
Decision Reference DRN-5860940
22 Oct 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5860940 The complaint Mrs C complains about end of contract charges when her agreement with Volkswagen Financial Services (UK) Limited ended. What happened On 21 April 2021 Mrs C was supplied with a car and entered into a contract hire agreement with VWFS. The agreement was for a te... (2 pages)View decision -
Decision Reference DRN-5809244
22 Oct 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5809244 The complaint Mr F complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (AMEX) recorded incorrect information on his credit file, causing him considerable distress and inconvenience. What happened Mr F had an AMEX account and attempted to make some payments on it during O... (3 pages)View decision -
Decision Reference DRN-5760965
22 Oct 2025 Financial & Legal Insurance Company Ltd Not upheldInsuranceDRN-5760965 The complaint Mr P complains that Financial & Legal Insurance Company Ltd (“FLIC”) left a large hole in the floor of his home following repairs covered under his home emergency insurance policy. When I mention FLIC I also mean its suppliers and contractors. What happened... (2 pages)View decision -
Decision Reference DRN-5802252
22 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5802252 The complaint Mr A complains Monzo Bank Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr A held an account with Monzo. In March 2024, he received a payment from a third- party, through a... (3 pages)View decision -
Decision Reference DRN-5726097
22 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5726097 The complaint Mr T complains about U K Insurance Limited trading as Churchill (Churchill) not properly investigating an accident he had when he hit a bollard at the entrance to a dealership he was taking his vehicle to have an MOT test. Mr T maintains the bollard was raised ... (4 pages)View decision -
Decision Reference DRN-5897525
22 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5897525 The complaint Miss P complains PayPal UK Ltd took back money for a chargeback a buyer raised. What happened Miss P sold something and the buyer paid by PayPal. The buyer then raised a chargeback, saying the item hadn’t been delivered. Miss P sent PayPal proof of delivery,... (3 pages)View decision -
Decision Reference DRN-5532775
22 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5532775 Complaint Mr M complains that Moneybarn No.1 Limited (trading as “Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the agreement was unaffordable and that this created ongoing difficulty as he ended up missing payments to priority credi... (4 pages)View decision
