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-5632944
26 Jun 2025 Monzo Bank Ltd Not upheldConsumer CreditDRN-5632944 The complaint Miss T complains that Monzo Bank Ltd lent irresponsibly when it approved her loan application. What happened Miss T applied for a £2,000 loan with Monzo on 14 December 2023. In her application, Miss T said she was employed with an annual income of £22,455 that... (3 pages)View decision -
Decision Reference DRN-5515122
26 Jun 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5515122 The complaint Mrs S complains that MotoNovo Finance Limited (MotoNovo) lent to her irresponsibly. What happened On 30 May 2019, Mrs S entered into a hire purchase agreement with MotoNovo as shown below, to buy a used car. The agreement was paid in full by August 2021. Date... (3 pages)View decision -
Decision Reference DRN-5387781
26 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5387781 The complaint Ms S complains that Metro Bank PLC didn’t protect her when she lost money to a scam. A representative who I will call C complains on behalf of Ms S. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail her... (5 pages)View decision -
Decision Reference DRN-5648343
26 Jun 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5648343 The complaint Miss M complains that Marks & Spencer Financial Services Plc trading as M&S Bank (“M&S Bank”) did not accept her claim under Section 75 Consumer Credit Act 1974 (“s.75”). What happened In August 2018 Miss M purchased a new dishwasher from a retailer... (2 pages)View decision -
Decision Reference DRN-5378850
26 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5378850 The complaint Mr P complains that Barclays Bank UK PLC trading as Barclaycard unfairly registered a default against his credit card account and transferred the account to a debt collection agency. What happened Mr P had a credit card account with Barclaycard. He made a payme... (3 pages)View decision -
Decision Reference DRN-5589895
26 Jun 2025 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5589895 The complaint Mr K complains about issues experienced with TransUnion International UK Limited when trying to access his credit report online. What happened Around January 2024 Mr K attempted to obtain a copy of his credit report online from TransUnion - but says its system ... (3 pages)View decision -
Decision Reference DRN-5515947
26 Jun 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5515947 The complaint Mrs K and X complain BUPA Insurance Limited unfairly turned down their claim for treatment. Mrs K brings the complaint on behalf of herself and her son, so for ease I will refer to all submissions as having been made by Mrs K. What happened Mrs K holds a privat... (3 pages)View decision -
Decision Reference DRN-5583963
26 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5583963 The complaint Mr and Mrs A complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) collected a mortgage payment in error on the day of redemption, causing them financial difficulty. What happened Mr and Mrs A had a mortgage with NatWest for approximately £8... (3 pages)View decision -
Decision Reference DRN-5647729
26 Jun 2025 QBE UK Limited Not upheldInsuranceDRN-5647729 The complaint F, a company, complains that QBE UK Limited (“QBE”) has unfairly declined a legal expenses claim under its security and fire protection insurance policy. Any reference to F or QBE includes any respective agents and representatives. What happened The background ... (8 pages)View decision -
Decision Reference DRN-5102043
26 Jun 2025 Cater Allen Limited Not upheldBanking and PaymentsDRN-5102043 The complaint A complains that Cater Allen Limited trading as Cater Allen Private Bank won’t refund several payments it says it lost to a scam. What happened A complains that from July 2018 it sent several payments to what it thought were legitimate investments. When A didn’... (3 pages)View decision
