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 124111 results
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Decision Reference DRN-5786173
1 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5786173 The complaint Mr M complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr M is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr M hims... (5 pages)View decision -
Decision Reference DRN-5748384
1 Sep 2025 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-5748384 The complaint Mr L is unhappy that The Royal Bank of Scotland Plc (‘RBS’) failed to send him a copy of his loan agreement when he requested it. What happened The complaint circumstances are well known to both parties, so I don’t intend to list this chronologically and in de... (3 pages)View decision -
Decision Reference DRN-5786195
1 Sep 2025 FirstRand Bank Limited UpheldConsumer CreditDRN-5786195 The complaint Miss M’s complaint is that FirstRand Bank Limited trading as Motonovo Finance (Motonovo) irresponsibly provided her with an unaffordable credit agreement to finance a vehicle. Miss M’s complaint has been brought by a professional representative, but for ease I... (4 pages)View decision -
Decision Reference DRN-5750866
1 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5750866 The complaint and background Ms A, via her representatives, complains about the actions of Santander UK Plc (“Santander”) when it restricted access to her account and required branch visits before allowing withdrawals. The details of this complaint are well known to both par... (3 pages)View decision -
Decision Reference DRN-5530700
1 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5530700 The complaint Mrs G complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) lent to her irresponsibly when it provided her with a credit card account. Mrs G is represented in her complaint but for ease I will refer to Mrs G in this decision when talking about he... (4 pages)View decision -
Decision Reference DRN-5732345
1 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5732345 The complaint Ms G has complained that Monzo Bank Ltd unfairly defaulted and closed her account. What happened Ms G had an account with Monzo, which was overdrawn. Monzo began chasing Ms G for repayment in March 2023. In May 2023, she explained she’d been in hospital since t... (2 pages)View decision -
Decision Reference DRN-5734217
1 Sep 2025 Madison CF UK Limited UpheldConsumer CreditDRN-5734217 The complaint Ms R complains that Madison CF UK Limited trading as 118 118 Money didn’t make the repayment structure of her loan clear to her. What happened Ms R took out a loan with 118 118 Money for £3000. The interest rate was 47.216%. The total amount repayable was £5,67... (2 pages)View decision -
Decision Reference DRN-5783860
1 Sep 2025 Nationwide Building Society UpheldConsumer CreditDRN-5783860 The complaint Mrs K complains about Nationwide Building Society’s handling of her complaint about a joint loan which she says she didn’t apply for or benefit from. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a... (5 pages)View decision -
Decision Reference DRN-5542726
1 Sep 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5542726 The complaint Mrs A has complained that a car she bought, using finance from Mercedes-Benz Financial Services UK Limited (‘MBFS’), was not of satisfactory quality at the point of supply. She’d like to reject the car. What happened On 31 July 2024, Mrs A entered into a financ... (3 pages)View decision -
Decision Reference DRN-5652767
31 Aug 2025 Oakleafe Group Limited UpheldInsuranceDRN-5652767 The complaint Mrs B has complained that Oakleafe Group Limited (“Oakleafe”) provided a poor service when she appointed it to assist her with a home insurance claim. What happened In 2022, Mrs B made a claim to her insurer following storm damage which caused a flood at an uno... (4 pages)View decision
