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 401363 results
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Decision Reference DRN-5589709
3 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5589709 The complaint A company, which I’ll refer to as C, complains that Monzo Bank Ltd won’t refund money which C believes was lost to an Authorised Push Payment (“APP”) scam. Mrs D, who is a director of C, brings the complaint on C’s behalf. What happened The background to this... (4 pages)View decision -
Decision Reference DRN-5992990
3 Dec 2025 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-5992990 The complaint Miss W complains that a car acquired under a conditional sale agreement with Moneybarn No.1 Limited (“Moneybarn”) wasn’t of satisfactory quality when it was supplied to her. What happened Both parties are familiar with the background of this complaint so I wil... (4 pages)View decision -
Decision Reference DRN-5991833
3 Dec 2025 First Central Insurance Management Limited UpheldInsuranceDRN-5991833 The complaint Miss B complains about how First Central handled the cancellation of her motor insurance policy after she updated the policy when she passed her driving test and changed her driving licence from a provisional licence to a full licence. She is concerned at the f... (7 pages)View decision -
Decision Reference DRN-5927378
3 Dec 2025 Next Retail Limited Not upheldConsumer CreditDRN-5927378 The complaint Next Retail Limited provided Miss M with a credit account in 2010. It had an initial credit limit of £150, and several limit increases over the following years up to £5,000 in February 2019. Miss M says the credit was provided irresponsibly. What happened Next... (3 pages)View decision -
Decision Reference DRN-5830944
3 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5830944 The complaint Mrs U complains about the actions of Monzo Ltd when she lost money to a scam. Mrs U is being supported in bringing her complaint by a legal representative but, for ease of reading, I’ll only refer to Mrs U. What happened The detailed background to this compla... (3 pages)View decision -
Decision Reference DRN-5959071
3 Dec 2025 Lendable Ltd Not upheldConsumer CreditDRN-5959071 The complaint Miss L complains that Lendable Ltd trading as Zable lent irresponsibly when it approved a loan application she made. What happened Miss L applied for a debt consolidation loan of £1,500 with Zable in November 2024. In her application, Miss L said she was worki... (3 pages)View decision -
Decision Reference DRN-5817182
3 Dec 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5817182 The complaint Ms C is unhappy with the way Admiral Insurance (Gibraltar) Limited handled a claim made under her travel insurance policy (‘the policy’), applying a financial limit for emergency dental pain relief. Ms C claimed for her out-of-pocket medical/dental expenses aft... (2 pages)View decision -
Decision Reference DRN-5924552
3 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5924552 The complaint Mr D complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the limit. Mr D also complains that Aqua treated him unfairly and failed to identify and support him as a vulnerable customer. Wh... (4 pages)View decision -
Decision Reference DRN-5954448
3 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5954448 The complaint Miss C complains about the way Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) has communicated with her and the support she has received from them. What happened Miss C held a credit card account with Barclaycard. Towards the end of September 2024... (3 pages)View decision -
Decision Reference DRN-5917818
3 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5917818 The complaint Mrs A complained about the service provided by Bank of Scotland plc trading as Halifax after she had difficulties accessing a savings account. She’s unhappy that Halifax refused to accept the identity documents (ID) she submitted, preventing her from reactivati... (3 pages)View decision