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-5808413
5 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5808413 The complaint Ms A complaints Lloyds Bank PLC unfairly restricted her account and provided poor service. Ms A is represented – but for ease I will refer to her directly. What happened The detailed background to this complaint is well known to both Ms A and Lloyds. So, I’ll... (4 pages)View decision -
Decision Reference DRN-6052727
5 Feb 2026 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-6052727 The complaint Mr B has complained that Jaja Finance Ltd, trading as Asda Money Select (Asda), were irresponsible when opening a credit card account. What happened Asda provided Mr B with a credit card in October 2024 with a limit of £1,200. Mr B says this was irresponsible. ... (2 pages)View decision -
Decision Reference DRN-5821453
5 Feb 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5821453 The complaint Mr H complains that Vanquis Bank Limited lent to him irresponsibly. What happened On 7 December 2017, Mr H applied for a credit card with Vanquis. His application was accepted and he was given a credit limit as follows: Date Event New limit 8 December 2017 Ac... (4 pages)View decision -
Decision Reference DRN-6127764
5 Feb 2026 First Central Underwriting Limited UpheldInsuranceDRN-6127764 The complaint Mrs K complains at the amount First central Underwriting Limited paid out on her claim on her motor insurance policy after the vehicle was declared a total loss. Reference to First Central Includes, where appropriate, its agents. What happened Mrs K was involve... (3 pages)View decision -
Decision Reference DRN-5778331
5 Feb 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5778331 The complaint Miss S is complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss S fell victim to a cruel job scam after responding to an online advert. The scammers instructed her to set up an account with... (4 pages)View decision -
Decision Reference DRN-6131212
5 Feb 2026 Clydesdale Bank Plc UpheldMortgagesDRN-6131212 The complaint Mr K and Miss M complain about errors, delays and poor service by Clydesdale Bank Plc trading as Virgin Money when they applied for additional mortgage borrowing. Mr K has dealt with the complaint. He asks for compensation, clarification of certain matters and ... (5 pages)View decision -
Decision Reference DRN-5732617
5 Feb 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5732617 The complaint Mr R is unhappy that J.P. Morgan Europe Limited trading as Chase (Chase) won’t reimburse money he lost to a scam. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on giving the key reaso... (2 pages)View decision -
Decision Reference DRN-6053870
5 Feb 2026 Acasta European Insurance Company Limited UpheldInsuranceDRN-6053870 The complaint Ms A complains that a claim has been unfairly declined by Acasta European Insurance Company Limited on her Guaranteed Asset Protection (GAP) policy. What happened The history of what happened is well known to both parties, so I won’t go into them in detail here... (2 pages)View decision -
Decision Reference DRN-5775650
5 Feb 2026 Fintern Ltd Not upheldConsumer CreditDRN-5775650 The complaint Miss D complains that Fintern Ltd trading as Abound (‘Abound’) was irresponsible in its lending to her and failed to recognise her as a vulnerable consumer. What happened Miss D was provided with a £6,000 loan by Abound in January 2023. The loan term was 60 mon... (3 pages)View decision -
Decision Reference DRN-5882416
5 Feb 2026 Fairscore Ltd Not upheldConsumer CreditDRN-5882416 The complaint Fairscore Ltd, trading as Updraft, provided Miss K with loan in 2023. Miss K says the loan was provided irresponsibly. What happened Updraft provided the loan for £5,000, with monthly repayments of around £175 required for 48 months. Updraft reviewed Miss K’s... (2 pages)View decision