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 393318 results
-
Decision Reference DRN-5840336
25 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5840336 The complaint Mrs W complains that Santander UK Plc lent irresponsibly when it approved a credit card application. Mrs W also complains that Santander lent irresponsibly when it later approved a loan application. What happened The background to this complaint and my initial... (4 pages)View decision -
Decision Reference DRN-5497526
25 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5497526 The complaint Mr A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In July 2024 Monzo received a fraud report from another bank about a payment made into Mr A’s Monzo account. This payment was for ... (2 pages)View decision -
Decision Reference DRN-5765322
25 Sep 2025 Watford Insurance Company Europe Limited UpheldInsuranceDRN-5765322 The complaint Mrs C complains that Watford Insurance Company Europe Limited accepted liability in full for a claim made on her motor insurance policy before the investigation was completed. She wants the claim changed to non-fault. What happened Mrs C was involved in an inc... (3 pages)View decision -
Decision Reference DRN-5840030
25 Sep 2025 HSBC UK Bank Plc UpheldConsumer CreditDRN-5840030 The complaint Ms A is unhappy that HSBC UK Bank Plc, trading as HSBC UK, declined her application for a personal loan and with the service she received surrounding that matter. What happened Ms A applied to HSBC for a personal loan, but her application was declined. Ms A ask... (4 pages)View decision -
Decision Reference DRN-5702011
25 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5702011 The complaint Mr S complains that NewDay Ltd trading as Aqua acted unfairly by terminating his credit card agreement. What happened Mr S holds a credit card account with Aqua. In January, Aqua sent him a default notice requiring him to pay the arrears which had built up on ... (4 pages)View decision -
Decision Reference DRN-5534804
25 Sep 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5534804 The complaint Mr L complains that Loans 2 Go Limited (Loans 2 Go) acted irresponsibly in providing him with personal loans because they were unaffordable for him. What happened Mr L took out the following personal loans with Loans 2 Go: Date Amount of credit Interest rateLo... (4 pages)View decision -
Decision Reference DRN-5741419
25 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5741419 The complaint Mr B complains that J.P. Morgan Europe Limited trading as Chase failed in its duty to protect him by allowing him to spend significant amounts on gambling. What happened Mr B contacted Chase on 27 December 2024 and asked it to remove the gambling block he had ... (4 pages)View decision -
Decision Reference DRN-5754339
25 Sep 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5754339 The complaint Mr B complains that the car he acquired financed through a hire purchase agreement with Specialist Motor Finance Limited (“SMFL”) wasn’t of satisfactory quality. What happened On 29 May 2024 Mr B acquired a used car financed through a hire purchase agreement wi... (3 pages)View decision -
Decision Reference DRN-5636612
25 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5636612 The complaint Miss P says U K Insurance Limited (‘UKI’) put a default marker on her credit file without notice after cancelling her motor insurance policy, charged her too much, and didn’t pay her the compensation it had promised. What happened One of our Investigators issu... (3 pages)View decision -
Decision Reference DRN-5453643
25 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5453643 The complaint B, a limited company, is unhappy that Barclays Bank UK PLC hasn’t reimbursed it after it was the victim of a scam. What happened B has a business account with Barclays. In June 2023 Mr T, a director of B, was contacted by a partner in an accountancy firm B had... (5 pages)View decision