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-5648455
14 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5648455 The complaint Mr Y complains Monzo Bank Ltd unfairly recorded a default against him. What happened Mr Y had an account with Monzo that was closed in June 2023. There was an outstanding balance of around £370 on the account that Mr Y asked Monzo how to pay. Because Mr Y had ... (2 pages)View decision -
Decision Reference DRN-5551710
14 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5551710 The complaint Mr K complains that a van acquired under a conditional sale agreement with Moneybarn No. 1 Limited (Moneybarn) wasn’t of satisfactory quality. What happened In June 2024 Mr K was supplied with a van through a conditional sale agreement with Moneybarn. The van w... (4 pages)View decision -
Decision Reference DRN-5649313
14 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5649313 The complaint Mr L complains that Lloyds Bank PLC unfairly closed his account and recorded a CIFAS marker against his name. What happened In January last year, Lloyds restricted Mr L’s account for review and, within a few days issued notice to him that the bank would be clos... (3 pages)View decision -
Decision Reference DRN-5511473
14 Aug 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5511473 The complaint Ms M complains about the quality of a car she acquired under a hire purchase agreement with Advantage Finance Ltd (AF). When I refer to what Ms M and/or AF said or did, it should also be taken to include things said or done on their behalf. What happened In A... (4 pages)View decision -
Decision Reference DRN-5692499
14 Aug 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5692499 The complaint Miss B complains that Go Car Credit Limited (GCC) said it intended to retain the insurance settlement after a car it supplied, under a hire purchase agreement, was declared a total loss. What happened In October 2021, Miss B was supplied with a car through a hi... (3 pages)View decision -
Decision Reference DRN-5254959
14 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5254959 The complaint Mrs F complains that Santander UK Plc will not refund the money she says she lost to a scam. What happened Mrs F was introduced to an investment opportunity with a company which I’ll call ‘M’ by her financial adviser. She understood that she was investing in ‘... (2 pages)View decision -
Decision Reference DRN-5503995
14 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5503995 The complaint Mr B has complained about a Monzo credit card account, also known as a flex account, that was provided to him by Monzo Bank Limited (“Monzo”). He’s said the card was unaffordable for him and so it should never have been provided in the first place. What happen... (4 pages)View decision -
Decision Reference DRN-5296153
14 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5296153 The complaint Miss B is unhappy Lloyds Bank PLC will not refund the money she lost as the result of a scam. What happened As both parties are aware of the details of the scam, I will not repeat them in full here. In summary, Miss B fell victim to a job/task scam. She was con... (3 pages)View decision -
Decision Reference DRN-5740198
14 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5740198 The complaint The estate of Mr C complains that Clydesdale Bank PLC trading as Virgin Money cancelled a direct debit for premiums to an insurance company, L. Mrs C acts as the representative of the estate. Mr C's account was with a bank which was a predecessor of Virgin... (2 pages)View decision -
Decision Reference DRN-5724063
14 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5724063 The complaint Mr S says Moneybarn No. 1 Limited (‘Moneybarn’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a conditional sale agreement to purchase a car. He says that Moneybarn failed to conduct pr... (4 pages)View decision
