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 374385 results
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Decision Reference DRN-5458051
9 Jul 2025 Financial Administration Services Limited Not upheldPensions and AnnuitiesDRN-5458051 The complaint Mr H is unhappy with the service fee he is being charged by Financial Administration Services Limited (FASL). He believes he qualifies for a fee of 0.2% but is being charged 0.3%. FASL says he has misunderstood the qualifying terms for this fee and he is being ... (4 pages)View decision -
Decision Reference DRN-5382565
9 Jul 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5382565 The complaint Miss S complains about the quality of a car she was supplied via finance from Stellantis Financial Services UK Limited (‘SF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It refle... (4 pages)View decision -
Decision Reference DRN-5347230
9 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5347230 The complaint Mr W complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database. He doesn’t think it’s treated him fairly and wants the marker removed. What happened Mr W held an account with Monzo. Mr W has explained that he used his Monzo acc... (5 pages)View decision -
Decision Reference DRN-5482884
9 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5482884 The complaint Ms H complains that Santander UK Plc refused to raise an indemnity claim under the Direct Debit Guarantee. What happened The details of this complaint are well known to both parties, so I won’t repeat them here again in detail. In summary, in December 2023 Ms H... (2 pages)View decision -
Decision Reference DRN-5536492
9 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5536492 The complaint Miss F complains that Capital One (Europe) plc lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss F applied for a Capital One credit card in September 2020. In her application, Miss F said s... (3 pages)View decision -
Decision Reference DRN-5628322
9 Jul 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5628322 The complaint Mr L is unhappy that a car supplied to him under a hire purchase agreement with Lloyds Bank Plc was of an unsatisfactory quality. What happened In May 2024, Mr L was supplied with a used car through a hire purchase agreement with Lloyds. He paid a £20,288 depo... (5 pages)View decision -
Decision Reference DRN-5225228
9 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5225228 The complaint Mrs M has complained about a credit card she took out in November 2018 with NewDay Ltd trading as Aqua. She’s said the credit card was unaffordable and shouldn’t have been approved. Mrs M is represented in bringing her complaint, but for ease I’ve written as if... (4 pages)View decision -
Decision Reference DRN-5462404
9 Jul 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5462404 The complaint Miss T, through a representative, says Loans 2 Go Limited irresponsibly lent to her. What happened Miss T took out a loan for £300 over 78 weeks from Loans 2 Go on 18 January 2019. The weekly repayments were £15.82. She says Loans 2 Go did not perform sufficien... (3 pages)View decision -
Decision Reference DRN-5676808
9 Jul 2025 Vitality Life Limited Not upheldInsuranceDRN-5676808 The complaint Ms P complains that Vitality Life Limited declined to provide Earnings Guarantee (“EG”) on her income protection policy. What happened Mr P has represented Ms P throughout the complaint. For ease of reading, any reference to Ms P includes any actions and infor... (3 pages)View decision -
Decision Reference DRN-5560134
9 Jul 2025 Starr International (Europe) Limited UpheldInsuranceDRN-5560134 The complaint Mr K complains about Starr International (Europe) Limited failing to set up his mobile phone insurance and the problems that has caused him. What happened In June 2023 Mr K upgraded his mobile phone through his phone provider (which I’ll refer to as T). He say... (3 pages)View decision
