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-6197600
16 Mar 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6197600 Complaint Miss J has complained about a personal loan Zopa Bank Limited (“Zopa Bank”) which she says was irresponsibly provided to her. Background Zopa Bank provided Miss J with a loan for £12,000.00 in March 2024. This loan had interest, fees and charges of £5,026.60 and a... (3 pages)View decision -
Decision Reference DRN-6192448
16 Mar 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6192448 Complaint Mrs P has complained that Lloyds Bank PLC (“Lloyds”) irresponsibly provided a credit card as well as subsequent credit limit increases to her. She says that the credit card and limit increases were unaffordable and caused her continued financial difficulty as she s... (6 pages)View decision -
Decision Reference DRN-6222264
16 Mar 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6222264 Complaint Mr T has complained that Monzo Bank Ltd (“Monzo”) irresponsibly provided him with unaffordable credit which he has subsequently been unable to repay. Mr T is also unhappy with the support Monzo provided when he entered into financial difficulty, it declining to wri... (7 pages)View decision -
Decision Reference DRN-6218555
16 Mar 2026 Advantage Finance Limited Not upheldConsumer CreditDRN-6218555 Complaint Mr W complains that Advantage Finance Limited (“Advantage Finance”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable given his circumstances at the time and so he shouldn’t have been l... (5 pages)View decision -
Decision Reference DRN-6204195
16 Mar 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6204195 Complaint Mrs F has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to her current account. She’s said the charges applied to her account were unfair as she was effectively living in her overdraft and wasn’t using i... (6 pages)View decision -
Decision Reference DRN-6073114
16 Mar 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6073114 Complaint Miss N has complained about a credit account and subsequent limit increase PayPal UK Ltd (trading as “PayPal”) provided to her. She says her finances were already strained and so she couldn’t afford this credit. Background In November 2019, PayPal provided Miss N ... (3 pages)View decision -
Decision Reference DRN-6225171
15 Mar 2026 AXIS Specialty Europe SE UpheldInsuranceDRN-6225171 The complaint Mr N complains that AXIS Speciality Europe SE (‘AXIS’) acted discriminatorily on the basis of his nationality when resolving his travel insurance claim and subsequent complaint. To resolve his complaint, he wants AXIS to pay him compensation for the impact of ... (5 pages)View decision -
Decision Reference DRN-5916834
15 Mar 2026 Covea Insurance plc UpheldInsuranceDRN-5916834 The complaint Mrs H has complained about the service she received from Covea Insurance plc (“Covea”), following a car accident. What happened In March 2025, Mrs H was involved in a car accident and contacted her insurer, Covea, to make a claim. Covea told Mrs H that her vehi... (3 pages)View decision -
Decision Reference DRN-6051334
15 Mar 2026 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-6051334 The complaint Mr K is unhappy with how arrears under a fixed sum loan agreement were dealt with by Volvo Car Financial Services UK Limited (Volvo). When I refer to what Mr K has said and what Volvo have said, it should also be taken to include things said on their behalf. ... (4 pages)View decision -
Decision Reference DRN-6206185
15 Mar 2026 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-6206185 The complaint Mr A is being represented by a claims manager. He’s complaining about Kroo Bank Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr A lost money to a cruel cryptocurrency recovery scam after he received an email from a ... (5 pages)View decision