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 381196 results
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Decision Reference DRN-5428038
1 Apr 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5428038 The complaint Miss I complains that BMW Financial Services (GB) Limited (BMWFS) unfairly noted arrears, and placed a default notice on her credit file. She would like this information removed. What happened Miss I took out a Hire Purchase agreement with BMWFS on 29 June 202... (3 pages)View decision -
Decision Reference DRN-4563155
1 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4563155 The complaint Miss D complains that Wise Payments Limited won’t refund money she lost when she was a victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2023 Miss D was contacted by... (4 pages)View decision -
Decision Reference DRN-5397091
1 Apr 2025 The Mortgage Business Plc UpheldMortgagesDRN-5397091 The complaint This complaint is about a buy-to-let (BTL) mortgage Mr C held until recently with The Mortgage Business (TMB). The essence of the complaint is about how TMB treated Mr C when the mortgage fell into arrears during 2022. He says it sent arrears letters to his old... (3 pages)View decision -
Decision Reference DRN-5413254
1 Apr 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5413254 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened My initial conclusion... (12 pages)View decision -
Decision Reference DRN-5150062
1 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5150062 The complaint Mrs M complains that Santander UK Plc didn’t do enough to protect her when she says she was the victim of an investment scam. Mrs M is supported in making her complaint by a representative. But for ease, I’ll only refer to Mrs M in this decision. What happened ... (4 pages)View decision -
Decision Reference DRN-5447066
1 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5447066 The complaint Mrs F complains that NewDay Ltd trading as Fluid (‘NewDay’) increased the interest rate on her credit card account twice and didn’t give a valid reason for doing so. Mrs F’s also unhappy that NewDay didn’t engage with her concerns when she sent them letters by... (5 pages)View decision -
Decision Reference DRN-5335693
1 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5335693 The complaint Mrs & Mr R complain about how Royal & Sun Alliance Insurance Limited (“RSA”) declined a claim for water damage under their home insurance policy. When I mention RSA I also mean its contractors and suppliers. What happened Mrs & Mr R had a home insur... (3 pages)View decision -
Decision Reference DRN-5395459
1 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5395459 The complaint Miss K’s unhappy that Barclays Bank UK plc trading as Barclaycard (‘Barclaycard’) placed an arrangement marker on her credit file and misinformed her that this would be removed. Miss K wants the arrangement marker removed from her credit file. What happened M... (2 pages)View decision -
Decision Reference DRN-5217987
1 Apr 2025 Azure Payments Ltd UpheldBanking and PaymentsDRN-5217987 The complaint G, a company, complains that Azure Payments Ltd have withheld their funds without explanation. They’d like the funds returned to them. What happened G has a card acquiring agreement with Azure. But in December 2023 Azure wrote to G to say the account had been ... (2 pages)View decision -
Decision Reference DRN-5370924
1 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5370924 The complaint Mrs A complains that Monzo Bank Ltd unfairly closed her account and returned some of the funds that remained to source. What happened In August last year, Monzo contacted Mrs A asking her to prove her entitlement to funds that had entered her account. Mrs A did... (2 pages)View decision
