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 381194 results
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Decision Reference DRN-5366738
24 Mar 2025 Monzo Bank Ltd UpheldConsumer CreditDRN-5366738 The complaint Mr C has complained that Monzo Bank Ltd acted irresponsibly when provided him with a £10,000 loan in March 2024. Background Mr C has a number of accounts with Monzo. In March 2019 he disclosed to the bank that he had a compulsive spending problem that can resul... (4 pages)View decision -
Decision Reference DRN-5419191
24 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5419191 The complaint Mr B complains that Lloyds Bank PLC hasn’t reimbursed the money he lost to a scam. What happened Mr B saw a celebrity-endorsed advert on social media for an investment opportunity with a company I’ll refer to as ‘E’. He registered his interest and an ‘account m... (5 pages)View decision -
Decision Reference DRN-4918509
24 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-4918509 The complaint Mr N complains about how U K Insurance Limited trading as Privilege Insurance (Privilege) settled a claim made under his buildings insurance policy. Any references to Privilege include its agents. What happened A sewage drain collapsed in Mr N’s garden. He ar... (3 pages)View decision -
Decision Reference DRN-5421295
24 Mar 2025 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5421295 The complaint Mr W complains Capquest Debt Recovery Limited have asked him to repay a debt which isn’t his. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the relevant elements of this below, and they for... (3 pages)View decision -
Decision Reference DRN-5340641
24 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5340641 The complaint Ms S complains that NewDay Ltd was irresponsible in its lending to her. She wants all interest and charges she has paid refunded along with statutory interest. Ms S is represented by a third party but for ease of reference I have referred to Ms S throughout thi... (4 pages)View decision -
Decision Reference DRN-5421209
24 Mar 2025 Black Horse Limited UpheldConsumer CreditDRN-5421209 The complaint Mr H complains about how Black Horse Limited trading as Land Rover Financial Services (Black Horse) handled matters when his car finance agreement came to an end. What happened The details of this case is well known to both parties so ... (5 pages)View decision -
Decision Reference DRN-5421092
24 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5421092 The complaint Mr H complains that NewDay Ltd trading as Marbles (‘NewDay’) lent to him irresponsibly when they provided him with a credit card and later credit limit increases (‘CLI’). He said NewDay didn’t check that he could repay the balance sustainably. Mr H brought thi... (6 pages)View decision -
Decision Reference DRN-5420954
24 Mar 2025 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5420954 The complaint Mr K complains that The Mortgage Works (UK) Plc (TMW) has overcharged him interest. He said that in 2022 it told him he could not switch to a cheaper interest rate – but later when rates had gone up agreed that he could. He also complains about they way it deal... (4 pages)View decision -
Decision Reference DRN-5369696
24 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5369696 The complaint Mrs H complains that TSB Bank plc didn’t explain to her that an international payment to her account wouldn’t be accepted. What happened Mrs H explains that she and her husband sold a property abroad and the proceeds were paid into a joint account held there. A... (2 pages)View decision -
Decision Reference DRN-5350795
24 Mar 2025 Commsave Credit Union Limited Not upheldBanking and PaymentsDRN-5350795 The complaint Mr M complains Commsave Credit Union Limited (“Commsave”) treated him unfairly when it recorded a false application marker against him on a fraud database. He’d like the entry deleted. What happened Mr M applied for an account with Commsave in October 2022, but... (2 pages)View decision
