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-5664054
22 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5664054 The complaint Mr A complains about the way Monzo Bank Ltd handled a claim he made in respect of a transaction made with his debit card. What happened Mr A says that he was scammed by a company, that refused to provide him with a refund when he cancelled an online subscripti... (3 pages)View decision -
Decision Reference DRN-5883650
22 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5883650 The complaint Miss I is unhappy that NewDay Ltd failed to follow an agreed enhanced security process on occasions when they contacted her. What happened The complaint circumstances are well known to both parties, so I don’t intend to list this chronologically and in detail.... (3 pages)View decision -
Decision Reference DRN-5484085
22 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5484085 THE COMPLAINT Mr B complains that Barclays Bank UK PLC (“Barclays”) will not reimburse him money he says he lost when he fell victim to a scam. Mr B is represented by CEL Solicitors in this matter. However, where appropriate, I will refer to Mr B solely in this decision fo... (4 pages)View decision -
Decision Reference DRN-5644484
22 Oct 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5644484 The complaint Mr C, who is represented by a third party, complains that Advantage Finance Limited (‘Advantage’) irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In June 2020, Mr C acquired a used car financed by a hire purchase ... (3 pages)View decision -
Decision Reference DRN-5430893
22 Oct 2025 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-5430893 The complaint Mr M complains that PrePay Technologies Ltd (trading as Monese) will not refund money he lost to a scam. What happened Mr M was looking for investment opportunities, and in September 2023 he came across a company I will call ‘C’ which claimed to provide assist... (4 pages)View decision -
Decision Reference DRN-5734787
22 Oct 2025 Lloyds Bank PLC UpheldMortgagesDRN-5734787 The complaint Mr E complains that Lloyds Bank PLC didn’t treat him fairly when he was in difficult financial and personal circumstances. He would like the solicitors costs he incurred reimbursed. What happened Mr E took out an interest-only mortgage with Lloyds in 2016. The... (4 pages)View decision -
Decision Reference DRN-5839929
22 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5839929 The complaint Mrs H complains that Lloyds Bank PLC (‘Lloyds’) should pay more compensation than offered so far in connection an account switch. What happened In brief summary, Mrs H encountered problems as a result of an account switch not being carried out in the way she i... (3 pages)View decision -
Decision Reference DRN-5747979
22 Oct 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5747979 The complaint Miss C complains that Vanquis Bank Limited made errors that prevented her from making payments towards her personal loan, and that it registered a default on her credit file. What happened In March 2023, Miss C successfully applied for a personal loan with Vanq... (4 pages)View decision -
Decision Reference DRN-5649295
22 Oct 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5649295 The complaint Mr N complains J D Williams & Company Limited (JDW) trading as Fashion World irresponsibly agreed to a revolving credit facility he said he couldn’t afford. In bringing his complaint Mr N is represented by a third party. For ease of reading I will only refe... (3 pages)View decision -
Decision Reference DRN-5676632
22 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5676632 The complaint Mr R complains that NewDay Ltd trading as Aqua (“Aqua”) was irresponsible in increasing his credit card limit, as it was unaffordable for him. What happened Mr R opened a credit card with Aqua in July 2021. The initial credit limit was £450. The credit limit w... (5 pages)View decision
