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-5673758
23 Jul 2025 Orchard House (IFAs) Ltd Not upheldMortgagesDRN-5673758 The complaint Mr and Mrs N complain about mortgage advice they received from Orchard House (IFAs) Ltd. What happened In 2020, at the time they approached Orchard House for advice, Mr and Mrs N had two mortgages: A residential mortgage for around £305,500 on interest only t... (4 pages)View decision -
Decision Reference DRN-5709785
23 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5709785 The complaint Mr M complains Barclays Bank UK PLC (“Barclays”) closed his accounts unfairly without notification and withheld his funds from him. Mr M was unhappy he had to provide evidence of proof of entitlement to the funds, and ID documents to get his funds released. Wha... (4 pages)View decision -
Decision Reference DRN-5709950
23 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5709950 The complaint Mr I is being represented by a claims manager. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr I fell victim to a cruel cryptocurrency investment scam. In November 2023, he made the fo... (4 pages)View decision -
Decision Reference DRN-5626546
23 Jul 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5626546 The complaint Ms B complains that Bank of Scotland plc trading as Birmingham Midshires did not treat her fairly when it took possession of her home. What happened In 2008, Ms B took out a mortgage with Birmingham Midshires. In 2021, Ms B’s account number was changed. She was... (4 pages)View decision -
Decision Reference DRN-5702260
23 Jul 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5702260 The complaint Miss T complains that a car acquired under a hire purchase agreement with BMW Financial Services(GB) Limited trading as Alphera Financial Services (“Alphera”) was misrepresented to her. What happened The parties are familiar with the background of this complai... (4 pages)View decision -
Decision Reference DRN-5258436
23 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5258436 The complaint Mr Y complains Monzo Bank Ltd (“Monzo”) irresponsibly lent him an overdraft facility, and increased the limit when they shouldn’t have. What happened In January 2023, Mr Y applied for an overdraft with Monzo. The application was approved, and he was provided w... (3 pages)View decision -
Decision Reference DRN-5588804
23 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5588804 The complaint Mr K complains American Express Services Europe Limited (AESL) unfairly blocked and closed his account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed back... (4 pages)View decision -
Decision Reference DRN-5660186
23 Jul 2025 Virgin Media Mobile Finance Limited Not upheldConsumer CreditDRN-5660186 The complaint Miss W complains that Virgin Media Mobile Finance Limited added late payment markers to her credit file and passed her account to a debt collection agency. What happened In April 2022 Miss W entered a 36 month contract with Virgin Media for an iPhone 13 with pa... (3 pages)View decision -
Decision Reference DRN-5331380
23 Jul 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5331380 The complaint Mr B complains about a car supplied under a hire purchase agreement, provided by Oodle Financial Services Limited trading as Oodle Car Finance. What happened Around 31 May 2023 Mr B entered a hire purchase agreement with Oodle to acquire a used car. The car is... (4 pages)View decision -
Decision Reference DRN-5620772
23 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5620772 The complaint Mr and Mrs W’s complaint is, in essence, that Shawbrook Bank Limited 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 (2) deciding again... (15 pages)View decision
