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 369227 results
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Decision Reference DRN-5350256
1 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5350256 The complaint V, a Limited company, complain that Revolut Ltd has unfairly declined to refund two transactions made from its account after it was the victim of a scam. V’s director, Ms E, has appointed a professional representative to assist with this complaint, but for ease... (4 pages)View decision -
Decision Reference DRN-5408866
1 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5408866 The complaint Mrs C and Mr C complain about AXA Insurance UK Plc’s (“AXA”) decision to decline their claim under their home insurance policy. Mr C has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any act... (6 pages)View decision -
Decision Reference DRN-5620591
1 Jul 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5620591 The complaint Ms W complains that Santander Consumer (UK) Plc lent to her irresponsibly. What happened On 13 September 2009, Ms W entered into a fixed sum loan agreement with Santander to acquire a used vehicle. It was agreed on the following terms: Date Amount of credit Mo... (5 pages)View decision -
Decision Reference DRN-5654790
1 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5654790 The complaint Mr P complains as a director of T, a limited company, that Lloyds Bank PLC delayed in giving him access to T’s online account. What happened In February 2024 Mr P contacted Lloyds about his father’s personal accounts with Lloyds. His father was suffering with d... (2 pages)View decision -
Decision Reference DRN-4914757
1 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4914757 The complaint Mr H complains that Monzo Bank Ltd did not reimburse the funds he lost to a scam. What happened Mr H says he fell victim to an investment scam after he found an opportunity online relating to HMO rentals. He began speaking with an individual I’ll refer to as X ... (2 pages)View decision -
Decision Reference DRN-5597414
1 Jul 2025 Chetwood Financial Limited Not upheldConsumer CreditDRN-5597414 The complaint Mr W, through a representative, says Chetwood Financial Limited, trading as LiveLend, irresponsibly lent to him. What happened Mr W took out a loan for £8,000 over 30 months from LiveLend on 5 September 2019. The monthly repayments were £318. Mr W says LiveLend... (2 pages)View decision -
Decision Reference DRN-5637846
1 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5637846 The complaint Mr M complains that Lloyds acted irresponsibly when it granted him an overdraft and failed to consider patterns of reliance on debt and hardcore borrowing and failed to conduct appropriate checks. For ease, in my decision I will refer to Mr M when talking abou... (4 pages)View decision -
Decision Reference DRN-5596459
1 Jul 2025 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-5596459 The complaint Mr M, through a representative, says Marks & Spencer Financial Services (M&S) Plc irresponsibly lent to him. What happened Mr M took out a loan for £10,000 over 48 months from M&S on 23 February 2022. The monthly repayments were £233.68. Mr M settle... (2 pages)View decision -
Decision Reference DRN-5632934
1 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5632934 The complaint Miss T complains that Monzo acted irresponsibly when it granted and then increased her, current account overdraft limit because had it conducted proportionate checks it would have seen she was gambling. Miss T also complains about the granting of a credit card ... (3 pages)View decision -
Decision Reference DRN-5570261
1 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5570261 The complaint Mr R complains NewDay Ltd trading as Aqua (NewDay) failed to carry out thorough financial checks before it increased his credit card limit. What happened Mr R says he holds a credit card account with NewDay and in April 2024 it increased his limit from £700 to ... (3 pages)View decision
