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 170994 results
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Decision Reference DRN-5243086
17 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5243086 The complaint Mr S complains about the actions of Monzo Ltd when he lost money to a scam. Mr S is being represented by a claims management company but for ease of reading I’ll only refer to Mr S. What happened The detailed background to this complaint is well known to both... (3 pages)View decision -
Decision Reference DRN-5672010
17 Oct 2025 Lenvi Servicing Limited UpheldMortgagesDRN-5672010 The complaint Miss H and Mr S complain about delays caused by Lenvi Servicing Limited when they tried to make amendments to their Help to Buy loan. What happened The timeline of events here isn’t disputed and was set out in detail by our Investigator. So, I’ll just briefly s... (3 pages)View decision -
Decision Reference DRN-5682810
17 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5682810 The complaint Mr S complains that the use of his credit card held with Barclays Bank UK PLC trading as Tesco Bank (“Tesco Bank”) was restricted when he tried to make several transactions with it. What happened Mr S held a credit card account with Tesco Bank. In December 202... (2 pages)View decision -
Decision Reference DRN-5872547
17 Oct 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5872547 The complaint Mrs J complains about a car she acquired through a finance agreement with Link Financial Outsourcing Limited trading as Asset Link Capital (No.10) (‘Link Financial’). Mrs J is represented in this complaint but for ease of reference I have referred to Mrs J thro... (3 pages)View decision -
Decision Reference DRN-5889310
17 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5889310 The complaint Mrs C complaints that NewDay Ltd trading as John Lewis Partnership Credit Card declined claim under Section 75 of the Consumer Credit Act 1974 (‘Section 75’). What happened Mrs C engaged a contractor (‘X’) to carry out various plumbing and heating work on her h... (4 pages)View decision -
Decision Reference DRN-5509878
17 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5509878 The complaint and background Mr M complains Bank of Scotland plc trading as Halifax won’t reimburse money that was lost from his account after his cousin fell victim to a scam. Mr M has appointed his cousin Miss A as representative to this complaint. The detailed backgroun... (2 pages)View decision -
Decision Reference DRN-5737692
17 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5737692 The complaint Ms L complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) have repeatedly blocked her card causing her inconvenience. What happened Ms L complained that NatWest has blocked her card on three occasions in the past year without notice, and sh... (3 pages)View decision -
Decision Reference DRN-5699325
17 Oct 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5699325 The complaint Shop Direct Finance Company Limited trading as very provided Mr E with a catalogue account in 2022. It had a credit limit of £750. Mr E says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I... (2 pages)View decision -
Decision Reference DRN-5699717
17 Oct 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5699717 The complaint Miss K complains that a car acquired under a hire purchase agreement with Mercedes-Benz Financial Services (UK) Limited trading as Mercedes-Benz Finance (“MBF”) wasn’t of satisfactory quality when it was supplied to her. Miss K also complains that the agreemen... (4 pages)View decision -
Decision Reference DRN-5621347
17 Oct 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5621347 The complaint The Estate of Mr M complains that Toyota Financial Services (UK) PLC (“TFS”) irresponsibly provided Mr M with an unaffordable regulated hire purchase agreement. This complaint has been brought by Mr and Mrs H, acting in their capacity as executors of Mr M’s es... (4 pages)View decision
