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 171072 results
-
Decision Reference DRN-5706697
30 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5706697 The complaint Mr and Mrs O’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (15 pages)View decision -
Decision Reference DRN-5706241
30 Jul 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5706241 The complaint Ms M complains that Madison CF UK Limited trading as 118 118 Money (118 118 Money) acted irresponsibly in granting her a credit card account, as she says it was unaffordable for her. What happened Ms M took out a credit card with 118 118 Money in July 2019. The... (3 pages)View decision -
Decision Reference DRN-5723601
30 Jul 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5723601 The complaint Mr S is unhappy that a car supplied to him under a conditional sale agreement with Moneybarn No.1 Limited was of an unsatisfactory quality. What happened In April 2024, Mr S was supplied with a used car through a conditional sale agreement with Moneybarn. he p... (6 pages)View decision -
Decision Reference DRN-5347910
30 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5347910 The complaint Mr W complains that Nationwide Building Society closed his accounts. What happened Mr W had a credit card and a cashbuilder book account with Nationwide. In October 2024, Mr W visited a branch of Nationwide to discuss his credit card account. Nationwide said he... (2 pages)View decision -
Decision Reference DRN-5359845
30 Jul 2025 Lenvi Servicing Limited UpheldMortgagesDRN-5359845 The complaint Mr and Mrs M complain that Lenvi Servicing Limited (Lenvi) caused delays when they applied to remortgage their first charge mortgage. They said the delays have caused them a significant financial strain and they’ve been forced to make several mortgage payments ... (4 pages)View decision -
Decision Reference DRN-5280598
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5280598 The complaint Mr V complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he fell victim to a scam and would like it to refund him the money he has lost. What happened Mr V received a message from an individual claiming to be from a recruit... (3 pages)View decision -
Decision Reference DRN-5712138
30 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5712138 The complaint Miss B complaints that HSBC UK Bank Plc (“HSBC”) unfairly applied a default as she didn’t receive any notification letters from them. What happened Miss B had an overdraft with HSBC. Her credit limit was £1,000 and Miss B hadn’t paid anything into the account ... (2 pages)View decision -
Decision Reference DRN-5495373
30 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5495373 The complaint Mrs Q complains about the quality of a car supplied to her under a hire agreement with Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (Novuna). What happened The parties are familiar with the background details of this complaint – so I will br... (3 pages)View decision -
Decision Reference DRN-5710287
30 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5710287 The complaint Miss C complains that Bank of Scotland plc (“BoS”) won’t refund her the money she lost as a result of a scam. What happened The parties are familiar with the details of the scam, so I’ll simply summarise what happened here. In brief, Miss C fell victim to a tas... (7 pages)View decision -
Decision Reference DRN-5721751
30 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5721751 The complaint Mr H, who is represented by a third party, complains that Bank of Scotland plc, trading as Halifax (‘Halifax’) acted irresponsibly when it provided him with an overdraft facility. He says the overdraft became unaffordable and has asked for the interest and char... (4 pages)View decision
