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 3981 results
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Decision Reference DRN-4808986
16 Aug 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4808986 The complaint Mrs D is unhappy that Monzo Bank Ltd didn’t reimburse her money she lost as a result of falling victim to a fraud. What happened As the circumstances of this complaint are well-known to both parties, I’ve summarised them briefly below. In April 2023, Mrs D was ... (4 pages)View decision -
Decision Reference DRN-5216646
19 Dec 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5216646 The complaint Miss F complains about a car acquired through a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (SCF) not being of satisfactory quality. What happened In October 2022, Miss F acquired a used car under a conditi... (7 pages)View decision -
Decision Reference DRN-5646232
26 Jun 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5646232 The complaint Mr I complains through a representative that Oodle Financial Services Limited (“Oodle”) gave him a hire purchase agreement without carrying out sufficient affordability checks. Mr I has also said the relationship was unfair. What happened In July 2019, Oodle p... (3 pages)View decision -
Decision Reference DRN-5351434
28 Feb 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5351434 The complaint Mr M complains STARTLINE MOTOR FINANCE LIMITED (“Startline”) shouldn’t have lent to him as he had a large amount of existing debt and was utilising his overdraft. What happened In January 2023, Startline provided Mr M with a hire purchase agreement for a used ... (5 pages)View decision -
Decision Reference DRN-4532345
30 May 2024 Lloyds Bank PLC Not upheldMortgagesDRN-4532345 The complaint Mr P – a sole trader - has complained about a buy to let (“BTL”) business loan he took out with Lloyds Bank PLC. He said the solicitors involved didn’t transfer the property into his name. He said that although Lloyds wrote off the loan he is at a financial loss i... (3 pages)View decision -
Decision Reference DRN-5130180
1 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5130180 The complaint Mr H is unhappy that Wise Payments Limited (Wise) won’t reimburse money he lost to a scam. Mr H is represented by a third-party claims firm, but I will refer to Mr H here. What happened The background to this complaint is well known to both parties, so I won’t... (4 pages)View decision -
Decision Reference DRN-3144819
8 Feb 2022 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-3144819 The complaint A limited company, which I’ll refer to as ‘K’ is unhappy with the service it received from The Royal Bank of Scotland Plc (“RBS”), and specifically the department within RBS known as the Global Restructuring Group (“GRG”). What happened K was engaged in three cons... (7 pages)View decision -
Decision Reference DRN-3087299
20 May 2022 Lloyds Bank PLC Not upheldInvestmentsDRN-3087299 The complaint Mr G has complained about the advice he received from Lloyds Bank PLC (‘Lloyds’) in 2001 to invest into an Asset Management Service (‘AMS’) portfolio. Mr G says he was advised to invest too much of his capital and with too much risk. Mr G is represented by a third... (5 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 DRN-5073958
10 Oct 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5073958 The complaint Mr M complains that J. P. Morgan Limited Europe trading as Chase didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened In January 2023, Mr M saw a... (5 pages)View decision
