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 170827 results
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Decision Reference DRN-5606778
5 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5606778 The complaint Mrs B complains about the date of a default that Santander UK plc has reported to the credit reference agencies about her credit card account. What happened I issued a provisional decision on this complaint last month in which I described what had happened as f... (3 pages)View decision -
Decision Reference DRN-5323877
5 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5323877 The complaint Mr R has complained that Monzo Bank Ltd won’t refund the money he says he lost in a scam. What happened In 2024, Mr R complained to Monzo about an alleged scam via representatives. Mr R said that in 2022, he contacted a scammer posing as an investment expert, w... (3 pages)View decision -
Decision Reference DRN-5503899
5 Sep 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5503899 The complaint Mrs L complains JAJA FINANCE LTD assessments and checks she applied for an account. What happened Mrs L applied for a card and the account was opened in December 2023 with a credit limit of £1000. In October 2024 Mrs L complained to JAJA as she thought it had l... (3 pages)View decision -
Decision Reference DRN-5779208
5 Sep 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5779208 The complaint Miss R complains about the information that Advantage Finance Limited has reported to the credit reference agencies about a hire purchase agreement under which a car was supplied to her. What happened A used car was supplied to Miss R under a hire purchase agre... (3 pages)View decision -
Decision Reference DRN-5619100
5 Sep 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5619100 The complaint Miss C complains that a car that was supplied to her under a hire purchase agreement with Close Brothers Limited, trading as Close Brothers Motor Finance, wasn’t of satisfactory quality. What happened A used car was supplied to Miss C under a hire purchase agre... (3 pages)View decision -
Decision Reference DRN-5551887
5 Sep 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5551887 The complaint Mr T complains that the car supplied by Volvo Car Financial Services UK Limited trading as VCDSUK (“Volvo”) wasn’t of satisfactory quality. He says the car was brand new, but it’s faulty, and he wants to reject the car or be given a price reduction. What happen... (4 pages)View decision -
Decision Reference DRN-5564079
5 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5564079 The complaint Mrs C has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened Mrs C was introduced online to an individual who an acquaintance had matched with on a dating app. This individual was a scammer, who claimed ... (4 pages)View decision -
Decision Reference DRN-5620815
5 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5620815 The complaint Mr K complains to Santander UK Plc. He says that he has fallen victim to a scam and would like Santander to refund him. What happened Between November 2018 and June 2020, Mr K made payments totalling £62,517.98 to a company called B (an investment platform al... (4 pages)View decision -
Decision Reference DRN-5785115
5 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5785115 The complaint Mr S complains that the Co-operative Bank Plc (“CB”) declined his application for a credit card. What happened On 26 March 2025 Mr S applied online for a credit card with CB. The application was declined. Mr S appealed. The underwriting team considered the lend... (2 pages)View decision -
Decision Reference DRN-5449415
5 Sep 2025 SNAP FINANCE LIMITED UpheldConsumer CreditDRN-5449415 The complaint Mr D is unhappy that Snap Finance Limited (Snap Finance) took payments from the wrong account, which he believes led to missed payments. He is also unhappy that, despite having a repayment plan in place, his account was defaulted. What happened The parties are ... (4 pages)View decision
