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-5679727
30 Jul 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5679727 The complaint Mr D complains that Metro Bank Plc trading as RateSetter (Metro) didn’t sufficiently check he could afford to sustain repayments for three loans they’d agreed to lend to him. What happened In May 2022 Mr D entered into a Fixed Sum loan agreement with Metro for ... (3 pages)View decision -
Decision Reference DRN-5375706
30 Jul 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5375706 The complaint Mr R complains that Advantage Finance Ltd lent to him irresponsibly and without carrying out proper affordability checks. What happened In September 2022 Advantage approved a Hire Purchase agreement for Mr R to enable him to buy a car. It lent him £6,495, which... (2 pages)View decision -
Decision Reference DRN-5467856
30 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5467856 The complaint Mrs P complains that NewDay Ltd trading as Fluid irresponsibly lent to her. What happened Mrs P was approved for a Fluid credit card in August 2021 with a credit limit of £1,500. The credit limit was increased to £2,750 in December 2021. The credit limit was in... (4 pages)View decision -
Decision Reference DRN-5568671
30 Jul 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5568671 The complaint Ms S complains that Scottish Widows Limited (Scottish Widows) has obstructed and delayed the payment of pension death benefits from a late relative’s Personal Pension Plan, causing distress and incurring additional expenses. She wants the benefits paid as set o... (6 pages)View decision -
Decision Reference DRN-5645236
30 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5645236 The complaint Mr O is unhappy with how BMW Financial Services (GB) Limited (‘BMWFS’) are reporting how he settled his agreement with them. What happened In November 2017, Mr O was supplied with a new car through a hire purchase agreement with BMWFS. He paid an advance payme... (3 pages)View decision -
Decision Reference DRN-5576066
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5576066 The complaint Mr N complains that Monzo Bank Ltd defaulted his account incorrectly. What happened My provisional decision of 15 July 2025 set out the background to this complaint: “Monzo decided to close Mr N’s current account and notified him it would be closed in October 2... (4 pages)View decision -
Decision Reference DRN-5716391
30 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5716391 The complaint Mr A is unhappy with how Moneybarn No. 1 Limited treated him when he got into financial difficulty in relation to a conditional sale agreement taken to finance a car. What happened In March 2024 Mr A was supplied with a used car through a conditional sale agree... (4 pages)View decision -
Decision Reference DRN-5623503
30 Jul 2025 Inclusive Finance Limited UpheldConsumer CreditDRN-5623503 The complaint Mr R complains that Inclusive Finance Limited trading as Creditspring has said that his loan account is in arrears, when he doesn’t think it was. What happened Mr R says that on 6 September 2024, he used an option provided by Creditspring to change his payment... (3 pages)View decision -
Decision Reference DRN-5724426
30 Jul 2025 Lenvi Servicing Limited UpheldMortgagesDRN-5724426 The complaint This complaint is about a help-to-buy (HTB) mortgage Ms R holds and which is administered by Lenvi Servicing Limited, hereafter referred to as LSL. The essence of the complaint is that Ms R isn’t happy with how LSL handled a request she made to remove her form... (5 pages)View decision -
Decision Reference DRN-5724179
30 Jul 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5724179 The complaint Miss B is unhappy that Zopa Bank Limited haven’t been administering her loan in accordance with the terms of the loan agreement regarding additional payments that she’s made. What happened In November 2023, Miss B successfully applied to Zopa for a personal lo... (6 pages)View decision