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-5625300
3 Sep 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5625300 The complaint Mr B complains that Sainsbury's Bank Plc won’t write off the balance of a loan account he took out with it. Mr B is being represented in bringing his complaint by members of his family, however for ease of reading, I’ll refer to any submissions made by th... (3 pages)View decision -
Decision Reference DRN-5674309
3 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5674309 The complaint Mr T complains that Monzo Bank Ltd did not handle his claim in respect of faulty goods properly. What happened In September 2023 Mr T ordered an electrical item online at a cost of £799 using his Monzo credit card. Mr T encountered some issues with the item in ... (4 pages)View decision -
Decision Reference DRN-5483583
3 Sep 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5483583 The complaint Miss R is unhappy with the quality of a car financed with Oodle Financial Services Limited using a hire purchase agreement. What happened In March 2024, Miss R entered into a hire purchase with Oodle for a used car. The car was around 10 years old and had been ... (3 pages)View decision -
Decision Reference DRN-5733982
3 Sep 2025 Equifax Limited Not upheldConsumer CreditDRN-5733982 The complaint Mr P complains Equifax Limited allowed a disputed Q marker to reappear on his credit file four years after he initially disputed it. What happened As I understand it Mr P noticed a ‘Q’ marker on his credit file and disputed it. On 27 July 2020 Equifax raised th... (4 pages)View decision -
Decision Reference DRN-5411964
3 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5411964 The complaint Mr B is seeking to recover £17,706 from Santander UK Plc (“Santander”), payments he made from his bank account as a result of a third-party scam. What happened I’m not going to cover all the points raised in detail. The view of 29 January 2025 covered the detai... (5 pages)View decision -
Decision Reference DRN-5793820
3 Sep 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5793820 The complaint Mr E complains that Barclays Bank UK plc trading as Tesco Bank (‘Tesco’) unfairly reported a late payment marker to the Credit Reference Agencies (‘CRAs’). Mr E wants the late payment marker removing and for Tesco to change their process. What happened In Dec... (4 pages)View decision -
Decision Reference DRN-5794146
3 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5794146 The complaint Ms S complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Ms S is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms S herself. What... (5 pages)View decision -
Decision Reference DRN-5786720
3 Sep 2025 Mortgage Advice Bureau Limited UpheldMortgagesDRN-5786720 The complaint Miss P complains that Mortgager Advice Bureau Limited (MAB) did not submit an application for a rate switch on her mortgage. As a result, she has had to take a higher interest rate. What happened In January 2024, Miss P contacted Start Financial Services (a tra... (3 pages)View decision -
Decision Reference DRN-5635875
3 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5635875 The complaint Mr R complains that Monzo Bank Ltd (‘Monzo’) hasn’t reimbursed the funds he lost when he fell victim to a scam. What happened Mr R says that he found an investment opportunity with a company I’ll call M online and started to communicate with other investors be... (5 pages)View decision -
Decision Reference DRN-5373106
3 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5373106 The complaint Mrs M complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to an investment scam. She’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mrs M throughout this decision. What happened The background is known to both par... (2 pages)View decision
