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-6271100
22 Apr 2026 MONZO BANK LIMITED UpheldBanking and PaymentsDRN-6271100 The complaint Mr N complains that MONZO BANK LIMITED (Monzo) has refused to remove an address associated with Mr N from its records. Mr N says he has never lived at the address. What happened Mr N discovered an associated address on his credit file and complained to Monzo, a... (2 pages)View decision -
Decision Reference DRN-6268423
22 Apr 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-6268423 The complaint Mr T complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket (Quidmarket) gave him loans without carrying out sufficient affordability checks. What happened Mr T’s borrowing history can be found below. loan number loan amount agreement date repaymen... (5 pages)View decision -
Decision Reference DRN-6244167
22 Apr 2026 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-6244167 The complaint Miss M complains that Jaja Finance Ltd trading as Asda Money Credit Card (Asda Money) lent to her irresponsibly when issuing a credit card. She says had adequate checks been made they would have shown an active debt management plan and signs of existing financi... (2 pages)View decision -
Decision Reference DRN-6181672
22 Apr 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-6181672 The complaint Miss O complains that J.P. Morgan Europe Limited trading as Chase (“Chase”) won’t refund the money she lost to a job scam. What happened The background is known to both parties, so I won’t repeat it in detail. In summary, Miss O says that, in October 2024, a fr... (3 pages)View decision -
Decision Reference DRN-6294293
22 Apr 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6294293 The complaint Mr S complains that Revolut Ltd didn’t pay him a ‘refer a friend’ award. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detail here. But, in summary: From time-to-time Revolut offer its cus... (2 pages)View decision -
Decision Reference DRN-6006056
22 Apr 2026 THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6006056 The complaint Mr D complains about issues he experienced when trying to view his transactions on the mobile app in relation to his account held with The Royal Bank of Scotland PLC (“RBS”). He’s also unhappy about the length of time he spent on calls relating to the matter an... (2 pages)View decision -
Decision Reference DRN-6223060
22 Apr 2026 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-6223060 The complaint Mr M complains that Shop Direct Finance Company Limited trading as Very (Very) lent to him irresponsibly. He says they made insufficient affordability checks before issuing his catalogue account and subsequently increasing the credit limit. What happened Mr M ... (2 pages)View decision -
Decision Reference DRN-6300567
22 Apr 2026 THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY UpheldMortgagesDRN-6300567 The complaint Mr S complains about his mortgage with THE ROYAL BANK OF SCOTLAND PUBLIC LIMITED COMPANY (RBS). He complains about the original lending decision, about being misled about the property’s lease, about the requirement for a guarantor, and about provision of inform... (4 pages)View decision -
Decision Reference DRN-6227591
22 Apr 2026 Gain Credit LLC Not upheldConsumer CreditDRN-6227591 The complaint Miss B complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave her loans without carrying out sufficient affordability checks. She says had better checks been made Lending Stream would’ve seen she was reliant on payday lending. What ha... (5 pages)View decision -
Decision Reference DRN-6284129
22 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6284129 The complaint Mr E complains that Nationwide Building Society has declined to refund disputed transactions that were made from his account. What happened On 27 December 2025, three transactions were made to online gambling merchants totalling £850. Mr E says he didn’t make t... (3 pages)View decision