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 392389 results
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Decision Reference DRN-5830944
3 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5830944 The complaint Mrs U complains about the actions of Monzo Ltd when she lost money to a scam. Mrs U is being supported in bringing her complaint by a legal representative but, for ease of reading, I’ll only refer to Mrs U. What happened The detailed background to this compla... (3 pages)View decision -
Decision Reference DRN-5959071
3 Dec 2025 Lendable Ltd Not upheldConsumer CreditDRN-5959071 The complaint Miss L complains that Lendable Ltd trading as Zable lent irresponsibly when it approved a loan application she made. What happened Miss L applied for a debt consolidation loan of £1,500 with Zable in November 2024. In her application, Miss L said she was worki... (3 pages)View decision -
Decision Reference DRN-5817182
3 Dec 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5817182 The complaint Ms C is unhappy with the way Admiral Insurance (Gibraltar) Limited handled a claim made under her travel insurance policy (‘the policy’), applying a financial limit for emergency dental pain relief. Ms C claimed for her out-of-pocket medical/dental expenses aft... (2 pages)View decision -
Decision Reference DRN-5924552
3 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5924552 The complaint Mr D complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the limit. Mr D also complains that Aqua treated him unfairly and failed to identify and support him as a vulnerable customer. Wh... (4 pages)View decision -
Decision Reference DRN-5954448
3 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5954448 The complaint Miss C complains about the way Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) has communicated with her and the support she has received from them. What happened Miss C held a credit card account with Barclaycard. Towards the end of September 2024... (3 pages)View decision -
Decision Reference DRN-5917818
3 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5917818 The complaint Mrs A complained about the service provided by Bank of Scotland plc trading as Halifax after she had difficulties accessing a savings account. She’s unhappy that Halifax refused to accept the identity documents (ID) she submitted, preventing her from reactivati... (3 pages)View decision -
Decision Reference DRN-5974042
3 Dec 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5974042 The complaint Mr K and Ms B are unhappy with the way Admiral Insurance (Gibraltar) Limited handled a claim for missed international departure under their travel insurance policy (‘the policy’), including declining the claim. What happened The details of this complaint are w... (2 pages)View decision -
Decision Reference DRN-5909407
3 Dec 2025 Moorcroft Debt Recovery Limited Not upheldConsumer CreditDRN-5909407 The complaint Mr P complains that Moorcroft Debt Recovery Limited (“Moorcroft”) are chasing him for a debt where the balance is in dispute. What happened In 2021, Mr P says that Moorcroft sent him some letters demanding repayment for a debt that originated to a telecommunic... (5 pages)View decision -
Decision Reference DRN-5924706
3 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5924706 The complaint Mr S’ complaint is, in essence, that Mitsubishi HC Capital trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amen... (8 pages)View decision -
Decision Reference DRN-5793867
3 Dec 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5793867 The complaint Miss T complains that Vanquis Bank Limited (“Vanquis”) lent to her irresponsibly and that the loan it provided her with was unaffordable. What happened In November 2022 Miss T applied for and received a loan from Vanquis. It was in the principal sum of £4,500;... (3 pages)View decision