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-5621056
3 Jul 2025 Gain Credit LLC UpheldConsumer CreditDRN-5621056 The complaint Miss M complains through a representative that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave her loans without carrying out sufficient affordability checks. What happened A summary of Miss M’s borrowing can be found below. loan number loan... (4 pages)View decision -
Decision Reference DRN-5487754
3 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5487754 Complaint Mr H complains that Moneybarn No.1 Limited (“Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the proper checks weren’t carried out and he was provided with finance that was unaffordable. Background In January 2023, Moneybarn... (3 pages)View decision -
Decision Reference DRN-5594920
3 Jul 2025 Santander UK Plc Not upheldConsumer CreditDRN-5594920 Complaint Mrs C has complained about a loan Santander UK Plc (“Santander”) provided to her. She says the loan was unaffordable and so shouldn’t have been provided. Background Santander provided Mrs C with a loan for £7,000.00 in January 2020. This loan was due to be repaid ... (2 pages)View decision -
Decision Reference DRN-5391663
3 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5391663 The complaint Mr S has complained about AXA Insurance UK Plc trading as Swiftcover. He isn’t happy about the increase in his motor insurance premium when he moved address. What happened Mr S moved address, and he was surprised to find out that his premium increased when he e... (2 pages)View decision -
Decision Reference DRN-5592851
2 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5592851 The complaint Miss C complains that Capital One (Europe) plc didn’t stop gambling transactions on her account. What happened Miss C opened a credit card account with Capital One in March 2020. She’s unhappy because Capital One didn’t stop transactions made to casinos and sub... (2 pages)View decision -
Decision Reference DRN-5665647
2 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5665647 The complaint Mr H has complained that Monzo Bank Ltd registered a fraud marker against him. What happened In late 2024, Mr H received a series of credits from various third parties, which were quickly spent or forwarded on. Multiple institutions reported that Mr H had recei... (4 pages)View decision -
Decision Reference DRN-5665642
2 Jul 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5665642 The complaint Mr E has complained that Prepay Technologies Ltd won’t refund transactions he says he didn’t make or otherwise authorise. What happened Mr E was on a night out while abroad. Over the course of about 20 minutes, his Prepay card was used for a number of transacti... (3 pages)View decision -
Decision Reference DRN-5643962
2 Jul 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5643962 The complaint S, a limited company, has complained that ClearBank Limited (trading as Tide) won’t refund the money it lost in a scam. Mr K, as director, is handling the case on behalf of the company. What happened In summer 2024, S was buying a property. A scammer intercepte... (2 pages)View decision -
Decision Reference DRN-5592845
2 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5592845 The complaint Miss V complains that Vanquis Bank Limited misinformed her about a balance transfer. What happened On 24 February 2025 Miss V requested a balance transfer to her Vanquis credit card for £721.82 via the app. The same day Miss V called Vanquis and requested anoth... (2 pages)View decision -
Decision Reference DRN-5595158
2 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5595158 The complaint Mr R complains about the security process when logging int his online account with NewDay Ltd trading as John Lewis Credit Card. What happened Mr R is concerned that the security on his John Lewis credit card account is poor. He says that when accessing his acc... (2 pages)View decision
