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 391431 results
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Decision Reference DRN-5735044
30 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5735044 The complaint Miss L complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application and later increased the limit. What happened Miss L applied for a Vanquis credit card in July 2017. In her application, Miss L said she had an annual inc... (4 pages)View decision -
Decision Reference DRN-5584702
30 Oct 2025 Phoenix Life Limited Not upheldInsuranceDRN-5584702 The complaint This complaint has been brought by the trustee and executors acting on behalf of the estate of the late Mrs K. They complain that Phoenix Life Limited (Phoenix) acted unfairly when it didn’t pay a claim it made on the whole of life policy held by the late Mrs ... (5 pages)View decision -
Decision Reference DRN-5809265
30 Oct 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5809265 The complaint Mr M complains MotoNovo Finance Limited approved a vehicle finance agreement which he could not afford and so Mr M says it lent to him irresponsibly. He says that proper checks would have shown he already had a lot of debt. What happened In February 2024 Mr M w... (2 pages)View decision -
Decision Reference DRN-5730933
30 Oct 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5730933 The complaint Mr W complains that a car acquired under a hire purchase agreement with Oodle Financial Services Limited (“Oodle”) wasn’t of satisfactory quality when it was supplied to him. What happened Both parties are familiar with the background of this complaint so I wi... (3 pages)View decision -
Decision Reference DRN-5914163
30 Oct 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5914163 The complaint Miss S and Ms G complain that when new payees were set up by Miss S on Clydesdale Bank Plc trading as Virgin Money’s mobile app, a confirmation of payee set up was sent, incorrectly addressed, to Ms G which constitutes a data breach. What happened Miss S holds ... (3 pages)View decision -
Decision Reference DRN-5749691
30 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5749691 The complaint Mr L complains that HSBC UK Bank Plc (‘HSBC’) filed an adverse Cifas marker about him. What happened Mr L applied for a basic bank account with HSBC in June 2024. HSBC declined Mr L’s application and in July 2024, it filed an adverse marker about Mr L with Cif... (5 pages)View decision -
Decision Reference DRN-5785828
30 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5785828 The complaint Ms S complains that Monzo Bank Ltd didn’t do enough to protect her from the financial harm caused by an investment scam. What happened Ms S has explained that in November 2023 she was contacted about joining an investment club that provided an online platform ... (4 pages)View decision -
Decision Reference DRN-5874100
30 Oct 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5874100 The complaint Mr G complains that PayPal UK Ltd didn’t do enough to protect him from losing money to what he says was a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events h... (3 pages)View decision -
Decision Reference DRN-5756909
30 Oct 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5756909 The complaint Mr M complains THE CO-OPERATIVE BANK P.L.C. cancelled a standing order without his knowledge or authorisation and that this has had profound and long-lasting impacts on him. What happened Mr M has an account with Co-operative Bank which he set up in order to ma... (2 pages)View decision -
Decision Reference DRN-5411963
30 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5411963 The complaint Mr F complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in summary, I understan... (3 pages)View decision