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 381082 results
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Decision Reference DRN-5500238
25 Sep 2025 Saxo Capital Markets UK Ltd Not upheldInvestmentsDRN-5500238 The complaint Mr S complains of maladministration by Saxo Capital Markets UK Ltd on his trading account. He says this includes not upholding charging arrangements agreed with him for futures trading, being overcharged by $30,000, being double charged foreign exchange (FX) sp... (8 pages)View decision -
Decision Reference DRN-5748416
25 Sep 2025 Home Retail Group Card Services Limited Not upheldBanking and PaymentsDRN-5748416 The complaint Ms P has complained that Home Retail Group Card Services Limited trading as Argos Card (“HRG”) declined her claim under Section 75 of the Consumer Credit Act 1974. What happened In March 2025, Ms P ordered two electrical items from a supplier I’ll refer to as ... (4 pages)View decision -
Decision Reference DRN-5839210
25 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5839210 The complaint Ms C complains that Lendable Ltd was irresponsible in its lending to her. What happened Ms C was provided with a £10,000 loan by Lendable in March 2021. The loan term was 60 months, and Ms C was required to make monthly repayments of £261.86. Ms C said that the... (4 pages)View decision -
Decision Reference DRN-5678172
25 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5678172 The complaint Mrs T, via a representative, has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I w... (4 pages)View decision -
Decision Reference DRN-5543050
25 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5543050 The complaint Mr O says Lendable Ltd irresponsibly lent to him. What happened Mr O took out an instalment loan from Lendable in November 2020 for £1,700 over 24 months. The monthly repayments were £104.44 and there was an £82 loan fee that was paid at the start of the agreem... (4 pages)View decision -
Decision Reference DRN-5757906
25 Sep 2025 East End Fair Finance Limited Not upheldConsumer CreditDRN-5757906 The complaint Mrs C complains that East End Fair Finance Limited trading as Fair Finance (“Fair Finance”) irresponsibly provided her with seven short-term loans that she couldn’t afford. What happened Mrs C applied for and was approved for the following loans from Fair Fin... (5 pages)View decision -
Decision Reference DRN-5822031
25 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5822031 The complaint Miss K complains that Monzo Bank Ltd won’t refund payments she made as a result of a scam. What happened Miss K was the victim of a job scam involving the following payments with her Monzo account: Ref. Date Description Amount 1 22 September 2024 Payment to... (4 pages)View decision -
Decision Reference DRN-5797750
25 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5797750 The complaint Miss M complains that Monzo Bank Ltd (Monzo) lent to her irresponsibly. What happened Miss M has an overdraft with Monzo, the initial lending decision for an overdraft of £500 was made in July 2023. The credit limit was increased between 2023 and 2024 with the... (4 pages)View decision -
Decision Reference DRN-5678922
25 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5678922 The complaint Mr R complains that Barclays Bank UK PLC trading as Barclaycard lent irresponsibly when it approved his credit card application. What happened Mr R applied for a Barclaycard credit card in January 2020. In his application, Mr R said he was self employed with a... (2 pages)View decision -
Decision Reference DRN-5839993
25 Sep 2025 Covea Insurance plc Not upheldInsuranceDRN-5839993 The complaint Ms N complains about how Covea Insurance plc handled a claim she made on a buildings insurance policy, ultimately leading to its decline. Reference to Covea includes its agents. Ms N has also been represented in bringing this complaint. But for ease, I’ll refer... (5 pages)View decision
