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 392389 results
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Decision Reference DRN-5393722
14 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5393722 The complaint Mr R complains that Monzo Bank Ltd won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both pa... (2 pages)View decision -
Decision Reference DRN-5880968
14 Oct 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5880968 The complaint Miss H complains that Vanquis Bank Limited irresponsibly lent to her. Miss H is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss H herself. What... (3 pages)View decision -
Decision Reference DRN-5800184
14 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5800184 The complaint Mrs O has complained about how Santander UK Plc (Santander) handled her refund claim. What happened Mrs O purchased airline tickets from a supplier I shall call ‘S’ on 9 December 2024 using her Santander credit card. She paid a £300.00 deposit towards a total ... (4 pages)View decision -
Decision Reference DRN-5207201
14 Oct 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5207201 The complaint Mr N complains that Wise Payments Limited (Wise) have declined to refund transactions made on his account that he did not authorise. What happened The circumstances of this complaint are well known to both parties, so I will not repeat them all again here in d... (4 pages)View decision -
Decision Reference DRN-5832651
14 Oct 2025 Sainsbury's Bank Plc UpheldInsuranceDRN-5832651 The complaint Miss P has complained that Sainsbury’s Bank plc trading as Sainsbury’s Finance provided incorrect information to her which led to her paying a higher renewal insurance premium than agreed under her home insurance policy. What happened Miss P bought a home insur... (6 pages)View decision -
Decision Reference DRN-5813410
14 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5813410 The complaint Mr J complains AMERICAN EXPRESS SERVICES EUROPE LIMITED (‘AMEX’) unfairly forfeited reward points on his credit card. What happened Around September 2017 Mr J took out a credit card with AMEX. Mr J’s card was then suspended in September 2024 following an accou... (3 pages)View decision -
Decision Reference DRN-5880672
14 Oct 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5880672 The complaint X complains that Vanquis Bank Limited lent irresponsibly when it approved their credit card application and later increased the limit. What happened The background to this complaint and my initial conclusion were set out in a provisional decision. I said: X ap... (5 pages)View decision -
Decision Reference DRN-5583387
14 Oct 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5583387 The complaint Mr E complains Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) irresponsibly lent because it did not carry out reasonable and proportionate checks to ensure he could sustainably afford the repayments. What happened Mr E entered into a hir... (4 pages)View decision -
Decision Reference DRN-5827026
14 Oct 2025 Highway Insurance Company Limited Not upheldInsuranceDRN-5827026 The complaint Mrs M complained that Highway Insurance Company Limited (“Highway”) unfairly declined her claim for storm damage, under her home buildings insurance policy. What happened Mrs M said that after the named storm Babet in October 2023 damage was caused to both chi... (4 pages)View decision -
Decision Reference DRN-5601457
14 Oct 2025 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-5601457 The complaint Mr C complains that Moneybarn No.1 Limited loaded a CIFAS fraud marker against his name. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Moneybarn supplied Mr C with a used vehicle on a ... (4 pages)View decision