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 386796 results
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Decision Reference DRN-5965987
19 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5965987 The complaint Mrs V complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED didn’t do enough to protect her from the financial harm caused by an investment scam What happened The detailed background to this complaint is well known to both parties, so I’ll only provide a br... (3 pages)View decision -
Decision Reference DRN-5756211
19 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5756211 The complaint Mr N complains Monzo Bank Ltd unfairly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provid... (3 pages)View decision -
Decision Reference DRN-6005271
19 Dec 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-6005271 The complaint Miss C complains Madison CF UK Limited (“118”) treated her unfairly when she entered into a Debt Management Plan (DMP) with a third-party debt charity. She feels they harassed her and continued to communicate with her when they shouldn’t have. What happened In ... (2 pages)View decision -
Decision Reference DRN-6034362
19 Dec 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-6034362 The complaint Mr and Mrs P complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (9 pages)View decision -
Decision Reference DRN-6022214
19 Dec 2025 Chubb European Group SE UpheldInsuranceDRN-6022214 The complaint Mr M complains that Chubb European Group SE failed to provide him with an insurance certificate which showed he held car rental benefit. He says this led to him suffering financial losses. What happened The background to this complaint is well-known to both par... (5 pages)View decision -
Decision Reference DRN-5809429
19 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5809429 The complaint M, a limited company, complains that PayPal UK Ltd won’t refund it the money it lost during a scam. Mr A is a director and the sole shareholder of M and has brought the complaint on behalf of M. What happened The circumstances surrounding M’s complaint are well... (3 pages)View decision -
Decision Reference DRN-5826510
19 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5826510 The complaint Mr R’s complaint is, in essence, that First Holiday Finance Limited (the “Lender”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A Consumer Credit Act 1974 (as amended) (the “CCA”) and (2) deciding... (9 pages)View decision -
Decision Reference DRN-5954293
19 Dec 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5954293 The complaint Mr N complains about BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services (who I’ll call Alphera) poor administration, unprofessional conduct, and refusal to stop collection activity during an active dispute. What happened In March 2024 Mr ... (2 pages)View decision -
Decision Reference DRN-5979745
19 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5979745 The complaint A company I’ll call S complains that Santander UK PLC (Santander) introduced a monthly account fee of £9.99, having previously said S would receive fee-free banking forever. To put things right, S wants Santander to reinstate the free account, or pay compensat... (3 pages)View decision -
Decision Reference DRN-5770642
19 Dec 2025 PSI-Pay Ltd Not upheldBanking and PaymentsDRN-5770642 The complaint Mr S complains that PSI-Pay Ltd won’t refund payments he didn’t make or allow anyone else to make. Mr S has an account with Pockit. Pockit’s cards are issued by PSI-Pay Ltd. As the transactions being complained about were made through a digitised token of the ... (3 pages)View decision
