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 401363 results
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Decision Reference DRN-6213652
17 Mar 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-6213652 The complaint Mr M complains that PROPEL HOLDINGS (UK) LIMITED trading as Quid Market (Quid Market) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr M’s borrowing can be found below. loan number loan amount agreement date r... (4 pages)View decision -
Decision Reference DRN-5834684
17 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5834684 The complaint Mr G complains Revolut Ltd unfairly refused access to funds in his account and failed to follow the directions set out in a court order. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points... (3 pages)View decision -
Decision Reference DRN-6217756
17 Mar 2026 Inter Partner Assistance SA Not upheldInsuranceDRN-6217756 The complaint Mr O complains that Inter Partner Assistance SA (IPA) declined his travel insurance claim. My references to IPA include its agents. What happened Mr O has annual back packer travel insurance, insured by IPA. He was denied entry to a South East Asian country as... (4 pages)View decision -
Decision Reference DRN-6215439
17 Mar 2026 Santander UK Plc UpheldConsumer CreditDRN-6215439 The complaint Miss S complains that Santander UK Plc was irresponsible in its lending to her. What happened Miss S was provided with a £5,000 loan by Santander in January 2023. The loan term was 60 months and the monthly repayments were £144.02. Miss S doesn’t think that ade... (4 pages)View decision -
Decision Reference DRN-6162388
17 Mar 2026 Arval UK Limited Not upheldConsumer CreditDRN-6162388 The complaint Mr B is unhappy with the way Arval UK Limited (‘Arval’) administered a hire agreement, including the information he was given after the agreement ended. What happened In October 2023, Mr B was supplied with a car through a hire agreement with Arval. He paid an... (4 pages)View decision -
Decision Reference DRN-6121402
17 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6121402 The complaint Miss G complains that Monzo Bank Ltd won’t refund the money she says she’s lost to a scam. What happened Miss G says that she saw an advertisement on social media for custom-built media walls by a company I’ll refer to as ‘R’. Miss G agreed a price with R and p... (2 pages)View decision -
Decision Reference DRN-6186447
17 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6186447 The complaint Ms P complains HSBC UK Bank plc trading as First Direct Bank (First Direct) didn’t allow her to make a payment to an existing payee. This request asked for a secure key and wouldn’t allow Ms P to complete the transaction, despite trying multiple times. What hap... (3 pages)View decision -
Decision Reference DRN-6183976
17 Mar 2026 Madison CF UK Limited Not upheldBanking and PaymentsDRN-6183976 The complaint Miss R complains that Madison CF UK Limited trading as 118 118 Money irresponsibly lent to her. What happened Miss R was approved for a 118 118 Money credit card in November 2021, with a £1,200 credit limit. Miss R says that this was irresponsibly lent to her. ... (3 pages)View decision -
Decision Reference DRN-6227305
17 Mar 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6227305 The complaint Mr R has complained that Nationwide Building Society (“Nationwide”) mis-sold him a fee- paying Flex Plus account in 2015. In summary, Mr R says that the account was mis-sold because Nationwide failed to make him aware of how much the mobile phone excess would ... (6 pages)View decision -
Decision Reference DRN-6142050
17 Mar 2026 Vanquis Bank Limited Not upheldConsumer CreditDRN-6142050 The complaint Mr G complains that a personal loan provided by Vanquis Bank Limited (referred to in this decision as Vanquis) was irresponsibly lent to him. Mr G complains Vanquis didn’t do enough to check the lending would be affordable for him. What happened Vanquis provide... (4 pages)View decision