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 380824 results
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Decision Reference DRN-5623434
23 Sep 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5623434 The complaint Admiral Financial Services Limited provided Miss M with a £3,000 loan in 2023, and it had a 24-month term. The total amount repayable was £4,225.20 with monthly repayments of £176.05. Miss M says the loan was provided irresponsibly. What happened The details o... (2 pages)View decision -
Decision Reference DRN-5803643
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5803643 The complaint Mr A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) has treated him unfairly about a transaction on his credit card for car repairs. What happened In October 2024, Mr A paid a total of £1,086 to a merchant, who I’ll call M, to have re... (3 pages)View decision -
Decision Reference DRN-5824990
23 Sep 2025 PDL Finance Limited Not upheldConsumer CreditDRN-5824990 The complaint Mrs R complains that PDL Finance Limited trading as Mr Lender (“Mr Lender”) irresponsibly provided her with two loans whilst she was struggling financially and had a gambling addiction. What happened Mr Lender provided Mrs R with two short term lending loans. ... (4 pages)View decision -
Decision Reference DRN-5708879
23 Sep 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5708879 The complaint Miss C complains that Marks & Spender Financial Services Plc trading as M&S Bank unfairly passed an outstanding debt in her name to a third-party debt collection business. What happened Miss C’s credit card account with M&S Bank defaulted in 2022. I... (2 pages)View decision -
Decision Reference DRN-5836556
23 Sep 2025 Fluro Capital Limited Not upheldConsumer CreditDRN-5836556 The complaint Fluro Capital Limited provided Mr G with a £10,000 loan in December 2022, and it had a term of 60 months. The total amount payable was £14,227.26 with monthly repayments of £237.12. Mr G says the loan was provided irresponsibly. What happened The details of th... (2 pages)View decision -
Decision Reference DRN-5648109
23 Sep 2025 Landmark Mortgages Limited Not upheldMortgagesDRN-5648109 The complaint Mr H complains about his mortgage with Landmark Mortgages Limited. In particular, he’s unhappy that Landmark didn’t make him aware of the implications of changing the payment date, and that it used overpayments to reduce his monthly payment rather than to reduc... (3 pages)View decision -
Decision Reference DRN-5625437
23 Sep 2025 Astrenska Insurance Limited UpheldInsuranceDRN-5625437 The complaint Ms T complains that Astrenska Insurance Limited (“Astrenska”) trading as Collinson Insurance mishandled her claim on a breakdown insurance policy. What happened Ms T had a car, made by a premium-brand car-maker and first registered in 2005. For the year from ... (3 pages)View decision -
Decision Reference DRN-5836571
23 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5836571 The complaint Miss C complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusion were set out in a provisional dec... (4 pages)View decision -
Decision Reference DRN-5281467
23 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5281467 The complaint Ms S complains about Monzo Bank Ltd. She says that Monzo didn’t do enough to protect her when she fell victim to a scam and would like it to refund her the money she has lost. What happened Ms S unfortunately fell victim to a safe account scam and has lost £9... (3 pages)View decision -
Decision Reference DRN-5607053
23 Sep 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5607053 The complaint Mr S, through his representative, complains that Gain Credit LLC trading as Lending Stream, lent to him irresponsibly. What happened I’ve used rounded figures most of the time in this decision. On 1 December 2023 Mr S applied for a £500 loan and Lending Stream ... (3 pages)View decision
