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 381196 results
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Decision Reference DRN-5166488
9 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5166488 The complaint Mrs I complains that Wise Payments Limited (“Wise”) won’t refund money she lost when she fell victim to a scam. Mrs I is being represented by solicitors in this complaint. What happened The full details of this complaint are well known to the parties and have... (3 pages)View decision -
Decision Reference DRN-5507624
9 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5507624 The complaint Mrs P complains NewDay Ltd (NewDay) irresponsibly lent to her because it provided two credit card accounts without completing the appropriate checks to ensure the lending was affordable for her. What happened Mrs P took out two credit cards with NewDay. Accou... (5 pages)View decision -
Decision Reference DRN-5681224
9 Jul 2025 First Service Financial Limited UpheldPensions and AnnuitiesDRN-5681224 The complaint Mr B complains that First Service Financial Limited (‘FSF’) gave him unsuitable advice about how he could use a pension sharing order after his separation from his ex-wife. What happened On 4 January 2021 Mr B made contact with FSF because he had separated from... (6 pages)View decision -
Decision Reference DRN-5458051
9 Jul 2025 Financial Administration Services Limited Not upheldPensions and AnnuitiesDRN-5458051 The complaint Mr H is unhappy with the service fee he is being charged by Financial Administration Services Limited (FASL). He believes he qualifies for a fee of 0.2% but is being charged 0.3%. FASL says he has misunderstood the qualifying terms for this fee and he is being ... (4 pages)View decision -
Decision Reference DRN-5382565
9 Jul 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5382565 The complaint Miss S complains about the quality of a car she was supplied via finance from Stellantis Financial Services UK Limited (‘SF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It refle... (4 pages)View decision -
Decision Reference DRN-5347230
9 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5347230 The complaint Mr W complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly and wants the marker removed. What happened Mr W held an account with Monzo. Mr W has explained that he used his Monzo acc... (5 pages)View decision -
Decision Reference DRN-5482884
9 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5482884 The complaint Ms H complains that Santander UK Plc refused to raise an indemnity claim under the Direct Debit Guarantee. What happened The details of this complaint are well known to both parties, so I won’t repeat them here again in detail. In summary, in December 2023 Ms H... (2 pages)View decision -
Decision Reference DRN-5536492
9 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5536492 The complaint Miss F complains that Capital One (Europe) plc lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss F applied for a Capital One credit card in September 2020. In her application, Miss F said s... (3 pages)View decision -
Decision Reference DRN-5628322
9 Jul 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5628322 The complaint Mr L is unhappy that a car supplied to him under a hire purchase agreement with Lloyds Bank Plc was of an unsatisfactory quality. What happened In May 2024, Mr L was supplied with a used car through a hire purchase agreement with Lloyds. He paid a £20,288 depo... (5 pages)View decision -
Decision Reference DRN-5225228
9 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5225228 The complaint Mrs M has complained about a credit card she took out in November 2018 with NewDay Ltd trading as Aqua. She’s said the credit card was unaffordable and shouldn’t have been approved. Mrs M is represented in bringing her complaint, but for ease I’ve written as if... (4 pages)View decision
