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 170994 results
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Decision Reference DRN-5236110
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5236110 The complaint Mr I complains that Monzo Bank Ltd (Monzo) delayed looking into his concerns relating to a compromise to his accounts when his phone and bank card was stolen. He feels Monzo should pay further compensation. What happened In the early hours of 8 August 2024 whi... (3 pages)View decision -
Decision Reference DRN-5275188
26 Aug 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5275188 The complaint Miss B complains that a car acquired under a hire purchase agreement with CA AUTO FINANCE UK LTD (CA AUTO) wasn’t of satisfactory quality. What happened In September 2024 Miss B was supplied with a used car through a hire purchase agreement with CA AUTO. The ca... (3 pages)View decision -
Decision Reference DRN-5604192
26 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5604192 The complaint Mr B complains that a hire purchase agreement with Oodle Financial Services Limited, trading as Oodle Car Finance, under which a car was supplied to him was unaffordable for him and that it lent to him irresponsibly. He’s being represented in his complaint by a... (3 pages)View decision -
Decision Reference DRN-5739126
26 Aug 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5739126 The complaint Mr M complains that a car that was supplied to him under a hire purchase agreement with N.I.I.B. Group Limited, trading as Northridge Finance, wasn’t of satisfactory quality. He’s being helped with his complaint by a representative. What happened A used car was... (4 pages)View decision -
Decision Reference DRN-5743529
26 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5743529 The complaint Mr L is unhappy that American Express Services Europe Limited (“AmEx”) closed his account without providing reasonable notification. What happened Mr L had an AmEx account and used AmEx’s mobile banking app to check whether a payment was due for any given month... (3 pages)View decision -
Decision Reference DRN-5750943
26 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5750943 The complaint Mr J is unhappy that Lloyds Bank PLC gave him incorrect information about the terms of their credit card account. What happened Mr J has a credit account with Lloyds. Mr J’s usage of the account involved paying off the full accrued purchase balance every month ... (3 pages)View decision -
Decision Reference DRN-5346699
26 Aug 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5346699 The complaint Miss A complains that a car that was supplied to her under a hire purchase agreement with Startline Motor Finance Limited wasn’t of satisfactory quality. She’s being helped with her complaint by her mother. What happened A used car was supplied to Miss A under ... (3 pages)View decision -
Decision Reference DRN-5741798
26 Aug 2025 Skipton Building Society Not upheldBanking and PaymentsDRN-5741798 The complaint Mrs K complains about the poor service she received from staff of Skipton Building Society (SBS) both over the telephone, and within a visit to a branch. What happened In February 2025 nearing the end of a bond maturity period, Mrs K called SBS to check she co... (3 pages)View decision -
Decision Reference DRN-5772465
26 Aug 2025 West Bromwich Mortgage Company Limited Not upheldMortgagesDRN-5772465 The complaint This complaint is about a buy-to-let (BTL) mortgage Mr C held until recently with West Bromwich Mortgage Company Limited (WBMC). The mortgaged property was a leasehold flat, which I’ll refer to as Flat 2, in a block where Mr C later acquired another flat, mortg... (9 pages)View decision -
Decision Reference DRN-5314848
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5314848 The complaint Mr N, who is represented, complains that Barclays Bank UK PLC won’t reimburse him his loss after he was a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In November 202... (3 pages)View decision
