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-5561411
11 Sep 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5561411 The complaint Mr H complains that Western Circle Ltd trading as Cashfloat gave him a loan he couldn’t afford to repay What happened In July 2024, Cashfloat gave Mr H a £500 instalment loan. It was due to be paid back over seven monthly instalments and the highest repayment a... (3 pages)View decision -
Decision Reference DRN-5810965
11 Sep 2025 Lenvi Servicing Limited UpheldMortgagesDRN-5810965 The complaint Mr and Mrs W complain that Lenvi Servicing Limited delayed the redemption of their help-to- buy-loan. What happened In 2019 Mr and Mrs W bought their home with the aid of a help-to-buy equity loan with the Homes and Communities Agency. Until 16 June 2023 the lo... (4 pages)View decision -
Decision Reference DRN-5766271
11 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5766271 The complaint Mr A complains Starling Bank Limited (“Starling”) didn’t do enough to protect him when he fell victim to a purchase scam. Mr A has raised the complaint with us via a third-party representative, in the main I will refer to Mr A. What happened Both parties are ... (4 pages)View decision -
Decision Reference DRN-5509250
11 Sep 2025 ReAssure Life Limited Not upheldInsuranceDRN-5509250 The complaint Mrs W complains about a reviewable whole of life policy (RWOL) that was sold to her by ReAssure Life Limited. She complains the policy was mis-managed and was not value for money. What happened Mrs W and her late husband took out the policy in 1993, for an init... (3 pages)View decision -
Decision Reference DRN-5590042
11 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5590042 The complaint Mr A complains that Monzo Bank Ltd didn’t refund him the money he lost, to what he believed to be an Authorised Push Payment (“APP”) investment scam. In bringing his complaint to this service Mr A is represented, but for ease of reading I will refer to Mr A, i... (4 pages)View decision -
Decision Reference DRN-5691170
11 Sep 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5691170 The complaint Mrs H complains that Haven Insurance Company Limited (Haven) has reduced the amount it will pay for her claim following the theft of her car. What happened Mrs H took out a car insurance policy with Haven through a price comparison site in December 2023. Mrs H... (3 pages)View decision -
Decision Reference DRN-5571460
11 Sep 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5571460 The complaint Mr O complains that Madison CF UK Limited trading as 118 118 Money was irresponsible in its lending to him. He wants all interest and charges on his loans refunded along with statutory interest and any adverse information regarding the loans removed from his cr... (4 pages)View decision -
Decision Reference DRN-5631531
11 Sep 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5631531 The complaint Ms R complains about a lack of support from Barclays Bank UK PLC with her mortgage, after the other party on the mortgage stopped paying. The mortgage is in considerable arrears, Ms R says that’s because Barclays prevented her from making payments. What happene... (4 pages)View decision -
Decision Reference DRN-5646219
11 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5646219 The complaint Miss O complains that Capital One (Europe) plc irresponsibly lent to her. What happened Miss O was approved for a Capital One credit card in July 2021 with a £500 credit limit. Capital One increased the credit limit to £750 in August 2023. The credit limit was ... (4 pages)View decision -
Decision Reference DRN-5380962
11 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5380962 The complaint E, a limited company, complains National Westminster Bank trading as Mettle (“Mettle”) won’t reimburse £6,950 that it lost when its director (Mr A) fell victim to advanced fee scam. What happened Our investigator didn’t uphold the complaint. He didn’t think th... (2 pages)View decision