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 5520 results
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Decision Reference DRN-4667961
7 Mar 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4667961 The complaint Miss T complains that Monzo Bank Ltd (“Monzo”) won’t refund transactions made from her account, which she says she didn’t authorise, as well as increases made to her overdraft. What happened Miss T opened an account with Monzo on 12 August 2022. A number of paymen... (4 pages)View decision -
Decision Reference DRN-5982925
8 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5982925 The complaint Mr B complains that National Westminster Bank PLC (NW) didn’t make it clear to him that it would claim loan payments from him on both 1 October and 31 October when he changed his loan payment date. What happened Mr B holds a loan account with NW. On 16 Septembe... (2 pages)View decision -
Decision Reference DRN-2879741
23 Jun 2021 NewDay Ltd UpheldBanking and PaymentsDRN-2879741 The complaint Mrs K complains that NewDay Ltd trading as Aqua irresponsibly allowed her to open a credit card account and later increased her credit limit which were both unaffordable. What happened Mrs K says she was in financial difficulties when the credit card account was o... (2 pages)View decision -
Decision Reference DRN-3664571
3 Nov 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3664571 The complaint Mr M complains that Santander UK Plc won’t refund disputed payments made from his current account. What happened Mr M says that between January and September 2020 fraudulent transactions totalling over £6,000 were made from his current account to online gambling c... (3 pages)View decision -
Decision Reference DRN-4620822
2 Apr 2024 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-4620822 Complaint Mr G complains that Specialist Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said that the proper checks weren’t carried out and he was provided with finance at a time where he had a gambling addiction. Background In Jan... (3 pages)View decision -
Decision Reference DRN-5534333
25 Sep 2025 MIR Limited UK Ltd Not upheldBanking and PaymentsDRN-5534333 The complaint Mr K complains MIR Limited UK Ltd unfairly closed his account and provided him with poor service. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr ... (4 pages)View decision -
Decision Reference DRN6496279
9 Sep 2014 National Westminster Bank Plc UpheldBanking and creditMr H, as a director of Z, a limited company complains that National Westminster Bank Plc failed to apply a daily limit to a debit card used by another director.backgroundIn July 2013, Mr K, a director of Z, a limited company used his company debit card to spend a significant sum on o... (2 pages)View decision -
Decision Reference DRN-4781475
7 May 2024 Metro Bank PLC Not upheldConsumer CreditDRN-4781475 The complaint Mr P complains that Metro Bank PLC trading as RateSetter (RS) lent to him irresponsibly. What happened Mr P took out two loans from RS as shown: Date Amount/Purpose Fee Payments Notes September 2016 £5,000 – debt consolidation £85.50 £147.99/ 36 months Repaid Nove... (6 pages)View decision -
Decision Reference DRN6849286
14 Oct 2020 Everyday Lending Limited UpheldBanking and creditComplaint Miss G has complained about loans granted to her by Everyday Lending Limited (“EDL”). She says that the loans were unaffordable for her and EDL was wrong to have agreed to them. Background EDL agreed three loans for Miss G: a loan of £3,000 in June 2014; a second of £4,576 in Jan... (6 pages)View decision -
Decision Reference DRN6519791
15 May 2018 Provident Personal Credit Limited Not upheldBanking and creditMr S complains that Provident Personal Credit Limited (trading as Satsuma Loans) lent him money without carrying out proper affordability checks.backgroundMr S borrowed £1,000 from Satsuma Loans on 25 March 2017. It was to be repaid with six monthly instalments of £31... (2 pages)View decision