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-5695936
29 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5695936 The complaint Ms L complains that Santander UK Plc (Santander) incorrectly allocated payments to her credit card and provided poor customer service. What happened In October 2024 Ms L took out a credit card with Santander. There would be 0% interest for three months and 0% i... (2 pages)View decision -
Decision Reference DRN-5721605
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5721605 The complaint Mr M complains Monzo Bank Ltd failed to identify and take any action when he began spending compulsively. He believes he’s lost out as a result and would like Monzo to compensate him this. Note: Whilst Mr M has brought this complaint with the assistance of a re... (3 pages)View decision -
Decision Reference DRN-5258769
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5258769 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr K says that following a phishing email he received a call from someone purporting to be from Monzo’s fraud department on 27 June 2024... (3 pages)View decision -
Decision Reference DRN-4494184
29 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4494184 The complaint Mr P’s complaint is, in summary, that Mitsubishi HC Capital UK Plc (‘the Lender’), acted unfairly and unreasonably by: 1. Being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (‘CCA’). 2. Deciding against pay... (3 pages)View decision -
Decision Reference DRN-5719740
29 Jul 2025 ONMO Limited Not upheldBanking and PaymentsDRN-5719740 The complaint Mrs W complains ONMO Limited is holding her liable for payments she has disputed. What happened Around March 2023 Mrs W opened an account with “C”, an online casino. She says she loaded funds to C from her ONMO credit card account – as set out in my table below... (5 pages)View decision -
Decision Reference DRN-5721645
29 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5721645 The complaint Ms S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY trading as Ulster Bank blocked her card when she was trying to pay for shopping. And that it failed to provide a response to her complaint. What happened In December 2024, Ms S tried to use he... (3 pages)View decision -
Decision Reference DRN-5295124
29 Jul 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5295124 The complaint Miss I complains about the quality of a car she acquired under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (AFS). When I refer to what Miss I and/or AFS said or did, it should also be taken to in... (5 pages)View decision -
Decision Reference DRN-5249689
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5249689 The complaint Mr F complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr F told Monzo that he booked a flight with a travel company. He logged into the airline’s app to manage his booking, but the app wasn’t... (3 pages)View decision -
Decision Reference DRN-5525044
29 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5525044 The complaint Mr S complains about the service he received from Clydesdale Bank Plc trading as Virgin Money when he needed to make a bank transfer from his Virgin Money account. What happened Mr S was moving house and changed address. Mr S didn’t use his Virgin account very... (3 pages)View decision -
Decision Reference DRN-5721190
29 Jul 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5721190 The complaint Mrs W is unhappy that a car supplied to her under a hire purchase agreement with Oodle Financial Services Limited was of an unsatisfactory quality. What happened In July 2024, Mrs W was supplied with a used car through a hire purchase agreement with Oodle. The... (6 pages)View decision
