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 366873 results
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Decision Reference DRN-5306871
7 May 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5306871 The complaint Ms K complains that Lloyds Bank PLC (Lloyds) won’t allow her to take a new fixed rate for her existing mortgage unless she completes an advice meeting. She’s also unhappy that the previous terms of her mortgage were replaced by updated terms and conditions when... (4 pages)View decision -
Decision Reference DRN-5121059
7 May 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5121059 The complaint Miss O is unhappy that a car supplied to her under a hire purchase agreement with Blue Motor Finance Ltd (‘BMF’) was of an unsatisfactory quality. What happened In May 2024, Miss O was supplied with a used car through a hire purchase agreement with BMF. She pa... (3 pages)View decision -
Decision Reference DRN-5540226
7 May 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5540226 The complaint Mr C has complained that Sainsbury's Bank Plc “Sainsbury’s” rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr C bought a new solar panel system (the system) for his home in August 2023 which was subsequently ... (7 pages)View decision -
Decision Reference DRN-5535871
7 May 2025 UK Credit Limited Not upheldConsumer CreditDRN-5535871 The complaint Mr T, through a representative, says UK Credit Limited lent to him irresponsibly. What happened Mr T took out a guarantor loan from UK Credit on 15 November 2018. It was for £2,000 over 36 months. The monthly repayment was £113.14 and the total repayable was £4... (3 pages)View decision -
Decision Reference DRN-5306895
7 May 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5306895 The complaint Mr W complained about the way Stellantis Financial Services UK Limited (“Stellantis”) responded when he tried to refinance his car credit agreement. When I refer to what Mr W has said and what Stellantis has said, it should also be taken to include things said... (4 pages)View decision -
Decision Reference DRN-5408308
7 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5408308 The complaint Mrs K complains that Lloyds Bank PLC did not reimburse the £5,000 she says she lost to a scam. What happened Mrs K says a friend introduced her to a Care Home company I’ll refer to as ‘X’. A representative from X said they could help Mrs K’s husband with traini... (2 pages)View decision -
Decision Reference DRN-5540535
7 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5540535 The complaint Mr B complains that the NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary... (5 pages)View decision -
Decision Reference DRN-5161532
7 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5161532 The complaint Mr F is complaining that Monzo Bank Ltd didn’t do enough to prevent him from making payments to a cryptocurrency investment scam. What happened In June 2024 Mr F became involved in a cryptocurrency investment scheme after seeing it advertised on social media. M... (2 pages)View decision -
Decision Reference DRN-5404405
7 May 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5404405 The complaint Mr L complains that Frasers Group Financial Services Limited trading as Studio (Studio) acted irresponsibly when they agreed to the opening of a catalogue account and subsequent credit limit increases. In bringing his complaint Mr L is represented by a third pa... (4 pages)View decision -
Decision Reference DRN-5209809
7 May 2025 Elmfield Financial Planning Limited Not upheldPensions and AnnuitiesDRN-5209809 The complaint Ms B complains that Elmfield Financial Planning Limited (Elmfield) has unfairly charged her an initial advice fee despite her not following the recommended advice. Ms B said that the advice wasn’t in her best interests. To put things right, Ms B would like Elmf... (8 pages)View decision
