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 369227 results
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Decision Reference DRN-5647997
1 Jul 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5647997 The complaint Mr N, through a representative, says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to him. What happened Mr N took out a loan for £2,000 over 24 months from 118 118 Money in February 2023. The monthly repayments were £145.17 and the total ... (3 pages)View decision -
Decision Reference DRN-5173179
1 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5173179 The complaint Miss B complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But i... (4 pages)View decision -
Decision Reference DRN-5551589
1 Jul 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5551589 The complaint Mr S complains that The Royal London Mutual Insurance Society Limited trading as Scottish Provident mis-sold him a personal income protection insurance policy. What happened In July 2001, Mr S took out a personal income protection insurance policy through an in... (2 pages)View decision -
Decision Reference DRN-5391449
1 Jul 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5391449 The complaint Mr M complains that Westerby Trustee Services Limited (‘Westerby’) failed to carry out sufficient due diligence into the introducer before accepting business from it and on the investment before accepting it into his Self-Invested Personal Pension (‘SIPP’), cau... (33 pages)View decision -
Decision Reference DRN-4686488
1 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4686488 The complaint Mr B complains Bank of Scotland plc trading as Halifax (Halifax) unfairly closed his accounts. He is also unhappy with the service he received following the closure of his accounts. What happened The detailed background to this complaint is well known to both ... (4 pages)View decision -
Decision Reference DRN-5596122
1 Jul 2025 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-5596122 The complaint Mr H is unhappy that Marks & Spencer Financial Services Plc, trading as M&S Bank, reported a late payment to his credit file. What happened Mr H has a personal loan with M&S. In August 2024, the direct debit loan payment for that month failed. Mr H ... (3 pages)View decision -
Decision Reference DRN-5660686
1 Jul 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5660686 The complaint Mrs F complains that TSB Bank plc (“TSB”) declined to refund transactions she didn’t recognise and was treated unfairly. What happened Mrs F is represented in this complaint by Miss F who also operates the TSB account to assist Mrs F. Miss F noticed a number of... (6 pages)View decision -
Decision Reference DRN-5415527
1 Jul 2025 Financial Administration Services Limited Not upheldPensions and AnnuitiesDRN-5415527 The complaint Mr O complains that Financial Administration Services Limited (Fidelity) provided him with conflicting information about proposed changes to the Normal Minimum Pension Age (NMPA). He also complains about poor service. What happened Mr O has a Fidelity Self-Inve... (7 pages)View decision -
Decision Reference DRN-5656349
1 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5656349 The complaint Miss N complains TSB Bank plc lent to her irresponsibly when they approved her application for an overdraft. She’s also complained they failed to adequately monitor her use of the overdraft. What happened Miss N complains about the lending decisions below, and... (3 pages)View decision -
Decision Reference DRN-5296730
1 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5296730 The complaint Miss W complains that Wise Payments Limited decided not to refund her the money she lost through a scam. Miss W has brought her complaint to us via a representative but I will refer to her throughout for simplicity. What happened On 1 December 2023, Miss W op... (4 pages)View decision
