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 391431 results
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Decision Reference DRN-5821564
6 Jan 2026 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5821564 The complaint Mr T is unhappy Salary Finance Loans Limited provided him with a loan which he says was unaffordable. What happened Salary Finance provided Mr T with a loan for £8,000 in January 2021. This was due to be repaid in 36 monthly instalments of around £295. The pur... (3 pages)View decision -
Decision Reference DRN-5833820
6 Jan 2026 Advantage Insurance Company Limited Not upheldInsuranceDRN-5833820 The complaint Mr B complains about Advantage Insurance Company Limited’s handling of his contents insurance claim. All references to Advantage also include its appointed agents. What happened Below is intended to be a summary of what happened and does not therefore include a... (3 pages)View decision -
Decision Reference DRN-5729808
6 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5729808 The complaint Mr B complains that Monzo Bank Ltd (Monzo) won’t refund the money he’s lost as a result of scam. What happened The detailed background to this complaint is well known to both parties and the following is a brief summary of what happened. Mr B is a student and... (4 pages)View decision -
Decision Reference DRN-5768865
6 Jan 2026 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5768865 The complaint Mrs O complains about a credit card she had with Zopa Bank Limited (Zopa) being subject to security breaches and Zopa’s level of professionalism when handling her concerns about those breaches. What happened The detailed background to this complaint is well kno... (2 pages)View decision -
Decision Reference DRN-6033334
6 Jan 2026 Society of Lloyd's Not upheldInsuranceDRN-6033334 The complaint Mr U has complained about the way Society of Lloyd's (Lloyd’s) dealt with a claim he made for a stolen car under his car insurance policy. What happened Mr U bought a temporary car insurance policy with the insurer Lloyd’s for nine days. During this time ... (4 pages)View decision -
Decision Reference DRN-6030801
6 Jan 2026 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-6030801 The complaint Mr G complains that the car he acquired through Marsh Finance & Commercial Limited (“Marsh”) wasn’t of satisfactory quality. He says the car is faulty and it took more than three months for an engineer to visit. What happened Mr G entered into a hire purcha... (5 pages)View decision -
Decision Reference DRN-5991418
6 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5991418 The complaint Mrs C complains that Bank of Scotland acted irresponsibly when it allowed her to increase her overdraft limits from January 2022 because had it conducted proportionate checks it would have seen it wasn’t affordable or sustainable. Mrs C has also complained abo... (3 pages)View decision -
Decision Reference DRN-5835237
6 Jan 2026 Close Brothers Limited Not upheldConsumer CreditDRN-5835237 The complaint Ms U complains that the car she acquired through Close Brothers Limited (“CBL”) wasn’t of satisfactory quality. She wants CBL to pay for repairs or, failing that, to accept rejection of the car. Ms U is represented in her complaint. For ease of reading, I shal... (5 pages)View decision -
Decision Reference DRN-5785746
6 Jan 2026 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5785746 The complaint Miss H complains Cabot Credit Management Group Limited trading as Cabot Financial haven’t written off her accounts when she thinks they should. What happened Miss H had accounts with two other entities – I’ll refer to them as F and V. These accounts were sold t... (3 pages)View decision -
Decision Reference DRN-5979677
6 Jan 2026 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-5979677 The complaint Miss H complains about the level of service and the support she received from MONEYBARN NO.1 LIMITED, trading as Moneybarn (“Moneybarn”) when she experienced financial difficulties in respect of her regulated credit agreement. What happened Miss H entered into ... (4 pages)View decision