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-5791824
16 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5791824 The complaint Mr B complains that Vanquis Bank Limited didn’t acknowledge that he had been made bankrupt. What happened Mr B hold a credit card account with Vanquis. A default was recorded on the account on 21 August 2023. The account was updated on 5 February 2025 following... (2 pages)View decision -
Decision Reference DRN-5704258
16 Sep 2025 Tesla Financial Services Limited Not upheldConsumer CreditDRN-5704258 The complaint Mr M complains about charges that Tesla Financial Services Limited (‘TFS’) have asked him to pay. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In F... (2 pages)View decision -
Decision Reference DRN-5528655
16 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5528655 The complaint Mr D complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund the full amount of money he lost to a scam. What happened Mr D sent several payments to what he thought was a legitimate investment. When Mr D was asked to pay a number of ... (3 pages)View decision -
Decision Reference DRN-5524554
16 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5524554 The complaint Mr D complains that Monzo Bank Ltd won’t refund the full amount of money he lost to a scam. What happened Mr D sent several payments to what he thought was a legitimate investment. When Mr D was asked to pay a number of fees, Mr D says he realised he had been s... (3 pages)View decision -
Decision Reference DRN-5710136
16 Sep 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5710136 The complaint Mr C complains that he was advised by Prepay Technologies Ltd (“Prepay”) that there were no ATM fees applicable to the money card he purchased through Prepay Technologies Ltd (“Prepay”) but while travelling abroad he found ATMs tried to charge him a fee. What ... (3 pages)View decision -
Decision Reference DRN-5748682
16 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5748682 The complaint Mrs G complains that Barclays Bank UK plc trading as Barclaycard (‘Barclaycard’) unfairly reduced her credit card limit. She wants an apology and her credit limit to be restored. What happened Mrs G complained to Barclaycard about her significant credit limit r... (2 pages)View decision -
Decision Reference DRN-5736942
16 Sep 2025 Advisory Insurance Brokers Limited UpheldInsuranceDRN-5736942 The complaint Miss M has complained that Advisory Insurance Brokers Limited trading as Towergate Insurance mis-sold her a professional indemnity insurance policy. What happened In July 2024, Miss M purchased professional indemnity insurance through Towergate. The policy was ... (3 pages)View decision -
Decision Reference DRN-5778060
16 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5778060 Complaint Mr G complains that MotoNovo Finance Limited (“MotoNovo”) unfairly entered into hire- purchase agreements with him. He’s said the payments to his agreements were unaffordable and in his view he shouldn’t have been accepted for them. Background MotoNovo entered int... (4 pages)View decision -
Decision Reference DRN-5736615
16 Sep 2025 NCO Europe Limited Not upheldConsumer CreditDRN-5736615 The complaint Mr W complains that NCO Europe Limited sent him a rude and threatening text message after they failed to take a monthly payment from him. What happened Mr W has a credit card account that NCO Europe Limited (NCO) administer on behalf of the lender. He has an ar... (2 pages)View decision -
Decision Reference DRN-5772724
16 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5772724 The complaint A company I will call ‘S’ complains that HSBC UK Bank Plc hasn’t done enough to compensate it after it agreed there were some poor service issues when it restricted S’ account. Mr S, a director of S, brings the complaint on behalf of the company. To put things... (4 pages)View decision