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 380824 results
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Decision Reference DRN-5786173
1 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5786173 The complaint Mr M complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr M is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr M hims... (5 pages)View decision -
Decision Reference DRN-5748384
1 Sep 2025 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-5748384 The complaint Mr L is unhappy that The Royal Bank of Scotland Plc (‘RBS’) failed to send him a copy of his loan agreement when he requested it. What happened The complaint circumstances are well known to both parties, so I don’t intend to list this chronologically and in de... (3 pages)View decision -
Decision Reference DRN-5786195
1 Sep 2025 FirstRand Bank Limited UpheldConsumer CreditDRN-5786195 The complaint Miss M’s complaint is that FirstRand Bank Limited trading as Motonovo Finance (Motonovo) irresponsibly provided her with an unaffordable credit agreement to finance a vehicle. Miss M’s complaint has been brought by a professional representative, but for ease I... (4 pages)View decision -
Decision Reference DRN-5702890
1 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5702890 The complaint Mr G has complained about how he was treated by Revolut Ltd, after being denied access to funds in his account, during a period of financial hardship. What happened Mr G has explained that he contacted Revolut on 18 May 2025, to explain he was suffering extreme... (2 pages)View decision -
Decision Reference DRN-5657545
1 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5657545 The complaint Mrs P complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco Bank”) rejected her claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In June 2021 Mrs P purchased a new television at a cost of £2,289. Some 3½ years later she bought... (2 pages)View decision -
Decision Reference DRN-5777626
1 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5777626 The complaint Mr M complains Monzo Bank Ltd won’t close his account. What happened Mr M changed his mobile device in 2022 and was asked to prove his identity, using a video. Mr M didn’t want to do this, but was told until he verified his identity Monzo wouldn’t let him do ... (2 pages)View decision -
Decision Reference DRN-5598756
1 Sep 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5598756 The complaint Mr D complains that Madison CF UK Limited trading as 118 118 Money lent irresponsibly when it approved his credit card application. What happened Mr D applied for a 118 118 Money credit card in December 2024 via a third party business. The application said Mr ... (3 pages)View decision -
Decision Reference DRN-5684994
1 Sep 2025 Alphabet (GB) Ltd Not upheldConsumer CreditDRN-5684994 The complaint Mr B complains that a car he was due to finance through an agreement with Alphabet (GB) Ltd (‘Alphabet’) wasn’t delivered on time. What happened In February 2025 Mr B entered into a hire agreement to fund the provision of a new car. The car was due to be delive... (2 pages)View decision -
Decision Reference DRN-5690495
1 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5690495 The complaint Mr A complains about the actions of Barclays Bank UK PLC, trading as Barclaycard. He’s unhappy that he was unable to use his card abroad, and about the overall service he received. What happened Mr A says that he tried to use his card whilst abroad in May 2025... (2 pages)View decision -
Decision Reference DRN-5664215
1 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5664215 The complaint Mr C complains that Lloyds Bank PLC failed to pursue his chargeback properly. What happened In October 2024 Mr C purchased a large item from a seller on an online platform I will call E. It cost £236.21 which he paid using his Lloyds account. When Mr C opened t... (2 pages)View decision
