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 185689 results
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Decision Reference DRN-6273533
27 Apr 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6273533 The complaint Mr N is unhappy with the service he received from Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (who I’ll call ‘VWFS’) when he fell into financial difficulties. What happened The detailed background to this complaint is well know... (3 pages)View decision -
Decision Reference DRN-6281705
27 Apr 2026 THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY UpheldMortgagesDRN-6281705 The complaint Mr and Mrs H’s complaint is about their flexible mortgage account with The Royal Bank of Scotland Public Limited Company, referred to here as RBS. Mr and Mrs H say that RBS has failed to provide them with support when they suffered financial difficulties. Mr an... (4 pages)View decision -
Decision Reference DRN-5988561
27 Apr 2026 PayrNet Limited Not upheldBanking and PaymentsDRN-5988561 The complaint Mrs C was a sole trader, trading as I. She complains that PayrNet Limited won’t reimburse funds she says she lost to fraud. What happened As the circumstances of this complaint are well known to both parties, I have summarised them briefly below. In early 2025,... (3 pages)View decision -
Decision Reference DRN-6166970
27 Apr 2026 Prodigy Finance LTD Not upheldConsumer CreditDRN-6166970 The complaint Mr I complains that Prodigy Finance Ltd approved his loan and subsequently withdrew his loan without telling him. What happened On 16 April 2025 Mr I applied for a loan with Prodigy Finance to finance his studies at university. On 6 May 2025 Prodigy Finance sen... (3 pages)View decision -
Decision Reference DRN-6224767
27 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6224767 The complaint Miss M complains that MONZO BANK LIMITED (“Monzo”) did not reimburse the £2,000 she says she lost to a scam. What happened Miss M says she signed up to an aesthetics course that she found advertised online by an individual I will refer to as ‘B’. She sent B £2,... (3 pages)View decision -
Decision Reference DRN-6318346
27 Apr 2026 PSI-Pay Ltd Not upheldBanking and PaymentsDRN-6318346 The complaint Mr F complains that PSI-Pay Ltd (“PSI-Pay”) won’t refund the money he lost to a scam. Mr F opened an account with Pockit Limited. The Pockit Card is issued by PSI-Pay Ltd. For simplicity, I’ll generally refer to Pockit throughout this decision. What happened In... (5 pages)View decision -
Decision Reference DRN-6304562
27 Apr 2026 Santander UK Plc Not upheldMortgagesDRN-6304562 The complaint This complaint is about a buy-to-let (BTL) mortgage that Miss N holds with Santander UK Plc. It’s the second of two complaints Miss N has brought to us, both of which relate to how Santander has treated Miss N since she fell into arrears on the mortgage. There ... (3 pages)View decision -
Decision Reference DRN-6301592
27 Apr 2026 Swift 1st Limited Not upheldMortgagesDRN-6301592 The complaint This complaint’s about a secured loan Mr S took out in 2007, originally with a lender I’ll call W. The loan has been transferred to different lenders from time to time. Since 22 April 2023, the loan has been owned by an unregulated lender I’ll refer to as SW, ... (3 pages)View decision -
Decision Reference DRN-6186562
27 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6186562 The complaint Mrs T complains that Nationwide Building Society returned a standing order on her account even though she’d paid money in to cover this. What happened Mrs T says she arranged for credits of £4,000 and £1,250 into her Nationwide account from her account at anoth... (2 pages)View decision -
Decision Reference DRN-6276872
27 Apr 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6276872 The complaint C, a limited company, complains PayPal UK Ltd suspended its account and then took money out of the account to cover losses elsewhere. C is represented by Mr H, its director. What happened Mr H received a message from PayPal saying it had permanently limited, ... (3 pages)View decision