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 375264 results
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Decision Reference DRN-5078324
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5078324 The complaint Mr L complains Monzo Bank Ltd won’t refund the money he lost when he fell victim to a scam. What happened Around June 2023, Mr L started speaking to someone I’ll refer to as “H” on a dating app. Speaking over several months, H led Mr L to believe they were in a... (3 pages)View decision -
Decision Reference DRN-5752013
26 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5752013 The complaint Mr M’s complaint relates to problems he had with a car supplied to him by CA Auto Finance under a personal contract hire agreement. What happened The facts of this case are familiar to both sides and – in many respects - are not in dispute. With that being the ... (6 pages)View decision -
Decision Reference DRN-5684852
26 Aug 2025 Quilter Mortgage Planning Limited Not upheldMortgagesDRN-5684852 The complaint Mr and Mrs N complain that Quilter Mortgage Planning Ltd (Quilter) mis-led them when they borrowed money to purchase their home. They said they were not told that a drawdown of £10,000 wasn’t available to them and had they of been, they may not have decided to ... (3 pages)View decision -
Decision Reference DRN-5775292
26 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5775292 The complaint Ms K complains that Santander UK Plc won’t refund the money she lost as the result of a scam. She also complains about some transactions and a payment mandate on her account. What happened In June 2024 Ms K was contacted by someone who claimed to be from Santan... (7 pages)View decision -
Decision Reference DRN-5748995
26 Aug 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5748995 The complaint Ms M complains about Tesco Underwriting Limited (“TUL”) and their referral to a credit hire provider. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronologically in detail. But to summarise... (5 pages)View decision -
Decision Reference DRN-5553965
26 Aug 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5553965 The complaint Mr D complains ACI-UK Limited said they didn’t know he had a Debt Management Plan (DMP) set up. And despite receiving the agreed payments from the DMP sent a default notice threatening to apply a default on the account. What happened Mr D originally had a loan ... (3 pages)View decision -
Decision Reference DRN-5772620
26 Aug 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5772620 The complaint Ms S’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘the Lender’), acted unfairly and unreasonably by: (1) Being party to an unfair credit relationship with her under Section 140A of the Consumer Cred... (3 pages)View decision -
Decision Reference DRN-5283893
26 Aug 2025 Interactive Investor Services Limited Not upheldPensions and AnnuitiesDRN-5283893 The complaint Mr D is unhappy that Interactive Investor Services Limited trading as Interactive Investor (ii) did not provide him with sufficient notice that one of his investments was to be liquidated to allow him to sell his investment before the liquidation. He believes t... (4 pages)View decision -
Decision Reference DRN-5669667
26 Aug 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5669667 The complaint Mr W complains Shop Direct Finance Company Limited (“Shop Direct”) unfairly declined his section 75 Consumer Credit Act 1974 (“section 75”) claim for an armchair he says is faulty. What happened As the facts are well-known to both parties, I’ve only set out th... (3 pages)View decision -
Decision Reference DRN-5700466
26 Aug 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5700466 The complaint Ms S complains Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited don’t have a contract to ask her to repay accounts they’re contacting her about. What happened Ms S has three accounts which Cabot are currently responsible for ser... (3 pages)View decision
