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 171073 results
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Decision Reference DRN-5538448
4 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5538448 The complaint Mrs K has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In July 2024, Mrs K came across an advert on social media about an investment opportunity. Mrs K registered her interest and was contacted by... (4 pages)View decision -
Decision Reference DRN-5794387
4 Sep 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5794387 The complaint Mr W complains about the charges Volvo Car UK Limited (VCUL) have asked him to pay since he handed back a car he had been financing through an agreement with them. What happened I issued a provisional decision on this complaint in August 2025. An extract from ... (4 pages)View decision -
Decision Reference DRN-5694951
4 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5694951 The complaint Miss M complains J.P. Morgan Europe Limited trading as Chase didn’t help her during an emergency, didn’t show any empathy or understanding and didn’t communicate poorly. What happened Miss M has a current and a savings account with Chase and has accounts elsewh... (2 pages)View decision -
Decision Reference DRN-5796648
4 Sep 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5796648 The complaint Miss N complains Cabot Credit Management Group Limited have marked her debt with ‘refusal to pay’ when she has made an offer. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elem... (2 pages)View decision -
Decision Reference DRN-5403212
4 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5403212 The complaint Ms B is complaining that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) has not agreed to reimburse her for payments she made to a scam. What happened The circumstances of the complaint are known to both parties so I’ll only set out some key details... (3 pages)View decision -
Decision Reference DRN-5792972
4 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5792972 The complaint Mr and Mrs J complain about arrears NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) has reported to their credit files in connection with their mortgage. What happened Mr and Mrs J have a mortgage with NatWest, almost all of which is on interest only... (5 pages)View decision -
Decision Reference DRN-5796815
4 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5796815 The complaint Mr H complains that Lloyds Bank PLC has not refunded his loss after he was the victim of a scam. What happened In 2006 Mr H signed up for a service that offered discounts on flights and accommodation in the Canary Islands, he paid £30,000 for this service, but ... (4 pages)View decision -
Decision Reference DRN-5777503
4 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5777503 The complaint Mr L complains about the amount of interest that NewDay Ltd charged him on his Aqua credit card account. What happened In November 2024 Mr L took out a credit card with NewDay and entered into a credit agreement. Mr L thought the card had a promotional interest... (2 pages)View decision -
Decision Reference DRN-5702333
4 Sep 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5702333 The complaint Mr U is unhappy that Vanquis Bank Limited reported a default against his account and sold his debt onto a third-party. What happened Mr U held a credit card account with Vanquis. In January 2023, he got in touch with Vanquis to explain that he was unable to ma... (3 pages)View decision -
Decision Reference DRN-5590016
4 Sep 2025 Rooftop Mortgages Limited Not upheldMortgagesDRN-5590016 The complaint Mr and Mrs D complain that Rooftop Mortgages Limited has treated them unfairly in relation to Buy-to-let (BTL) mortgages. They say that Rooftop didn’t let Mrs D know about important information to do with the mortgages, and that this led to LPA Receivers (LPAR)... (5 pages)View decision
