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 381196 results
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Decision Reference DRN-5802252
22 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5802252 The complaint Mr A complains Monzo Bank Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr A held an account with Monzo. In March 2024, he received a payment from a third- party, through a... (3 pages)View decision -
Decision Reference DRN-5726097
22 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5726097 The complaint Mr T complains about U K Insurance Limited trading as Churchill (Churchill) not properly investigating an accident he had when he hit a bollard at the entrance to a dealership he was taking his vehicle to have an MOT test. Mr T maintains the bollard was raised ... (4 pages)View decision -
Decision Reference DRN-5897525
22 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5897525 The complaint Miss P complains PayPal UK Ltd took back money for a chargeback a buyer raised. What happened Miss P sold something and the buyer paid by PayPal. The buyer then raised a chargeback, saying the item hadn’t been delivered. Miss P sent PayPal proof of delivery,... (3 pages)View decision -
Decision Reference DRN-5532775
22 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5532775 Complaint Mr M complains that Moneybarn No.1 Limited (trading as “Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the agreement was unaffordable and that this created ongoing difficulty as he ended up missing payments to priority credi... (4 pages)View decision -
Decision Reference DRN-5683263
22 Oct 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5683263 Complaint Mr B has complained about a loan Metro Bank PLC (trading as “Ratesetter”) provided to him. He says he believes proper affordability checks weren’t carried out when he applied for his loan and this resulted in him being irresponsibly lent to. Background In Septembe... (3 pages)View decision -
Decision Reference DRN-5718687
21 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5718687 The complaint Mr M complains that it was irresponsible for Bank of Scotland plc, trading as Halifax, to have opened a credit card account for him and to have increased his credit limit. What happened Mr M applied to Halifax for a credit card account in June 2016. His applica... (3 pages)View decision -
Decision Reference DRN-5613378
21 Oct 2025 Lendable Ltd Not upheldConsumer CreditDRN-5613378 The complaint Miss H is unhappy that a car supplied to her under a hire purchase agreement with Lendable Ltd t/a Autolend (Lendable) was of an unsatisfactory quality. When I refer to what Miss H has said and what Lendable have said, it should also be taken to include things... (5 pages)View decision -
Decision Reference DRN-5860773
21 Oct 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5860773 The complaint Mr A complains that CA Auto Finance UK Limited has terminated the finance agreement under which a car had been supplied to him and that the car was seized from him. What happened A used car was supplied to Mr A under a personal contract purchase agreement with ... (3 pages)View decision -
Decision Reference DRN-5796809
21 Oct 2025 Unum Ltd Not upheldInsuranceDRN-5796809 The complaint Mr S complains that Unum Ltd acted unfairly when processing his income protection benefit claim when it applied taxation and Employment and Support Allowance (‘ESA’) deductions. What happened As the background to the complaint is well known to both parties, I ... (5 pages)View decision -
Decision Reference DRN-5881840
21 Oct 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5881840 The complaint Mr K complains that a car that was supplied to him under a hire agreement with Volkswagen Financial Services (UK) Limited wasn’t of satisfactory quality and about other issues, including the service that he’s received. What happened A new car was supplied to Mr... (3 pages)View decision
