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 170827 results
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Decision Reference DRN-5313550
15 Jul 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5313550 The complaint Mr C is unhappy that a car supplied to him under a conditional sale agreement with Close Brothers Limited trading as Close Brothers Motor Finance was of an unsatisfactory quality. What happened In May 2023, Mr C was supplied with a used car through a condition... (3 pages)View decision -
Decision Reference DRN-5174264
15 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5174264 The complaint Mr S complains Monzo Bank Ltd won’t refund a transaction that debited his account which he says he did not make or authorise. What happened Mr S says he was assaulted, and his phone was stolen at about 12am on 18 April 2024. Mr S had spent the evening watching... (4 pages)View decision -
Decision Reference DRN-5548146
15 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5548146 The complaint Mr H complains about the service he received from TSB Bank plc (“TSB”) on the maturity of his bond. In particular, Mr H is unhappy about inaccuracies in TSB’s administration and the delays in re-investing the funds from his bond. What happened Mr H held two bon... (3 pages)View decision -
Decision Reference DRN-5692115
15 Jul 2025 Lendable Ltd UpheldConsumer CreditDRN-5692115 The complaint Mrs J is unhappy that Lendable Ltd haven’t provided information to her that she’s requested from them. What happened In September 2018, Mrs J successfully applied to Lendable for a personal loan, and she received the loan funds later that month. The terms of t... (4 pages)View decision -
Decision Reference DRN-5681945
15 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5681945 The complaint Mr S is unhappy with conduct of Santander UK Plc surrounding a direct debit he didn’t have sufficient funds present in his current account to pay. What happened Mr S had a direct debit set up with Santander to make monthly payments to his Santander credit accou... (2 pages)View decision -
Decision Reference DRN-5690410
15 Jul 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5690410 The complaint Miss W complains Capital One (Europe) plc (Capital One) failed to carry out sufficient financial checks before it approved a credit card facility for her. What happened Miss W says Capital One approved a £200 credit card account in February 2020, when she alrea... (3 pages)View decision -
Decision Reference DRN-5520618
15 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5520618 The complaint Miss H complains about the service received from Monzo Bank Ltd (“Monzo”) following her reporting unrecognised transactions on her account. Miss H says due to Monzo’s errors and delays issuing replacement cards she was without access to the funds in her account... (3 pages)View decision -
Decision Reference DRN-5598864
15 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5598864 The complaint Miss M complains that NewDay Ltd cancelled payment arrangements on her accounts without telling her and applied interest despite the fact that she was maintaining payment arrangements across all three accounts. What happened Miss M holds three credit card accou... (2 pages)View decision -
Decision Reference DRN-5481597
15 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5481597 The complaint Miss F complains that Vanquis Bank Limited irresponsibly lent to her. What happened Miss F was approved for a Vanquis credit card in February 2024 with a £600 credit limit. Miss F says that Vanquis irresponsibly lent to her. Miss F also said that they shouldn’t... (2 pages)View decision -
Decision Reference DRN-5486035
15 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5486035 The complaint Mr S complains NewDay Ltd trading as Marbles (NewDay) failed to carry out sufficient financial checks before it approved a credit card account for him. What happened Mr S says he was approved for a credit card account in December 2020 with a credit limit of £60... (3 pages)View decision
