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-5692855
9 Sep 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5692855 The complaint Mr T is unhappy that Zopa Bank Limited defaulted his loans. What happened Mr T had two loans with Zopa and because of financial difficulty arranged a reduced payment plan whereby he would pay £1 per month for three months. The terms of the payment plan included... (2 pages)View decision -
Decision Reference DRN-5805698
9 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5805698 The complaint Mr B complains that Shop Direct Finance Company Limited trading as very lent irresponsibly. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr B applied for an account with very in July 2... (3 pages)View decision -
Decision Reference DRN-5338127
9 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5338127 The complaint Mr and Mrs M complain Nationwide Building Society took too long to complete money laundering checks. They say the process was slow and inefficient which caused them financial loss. What happened Mr and Mrs M have a joint account with Nationwide. In mid-July 2... (3 pages)View decision -
Decision Reference DRN-5652320
9 Sep 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5652320 The complaint Mr M is unhappy that the value of his pension fund with Scottish Widows Limited has fallen. He considers Scottish Widows failed to manage his pension fund properly. What happened Mr M’s personal pension with Scottish Widows started in March 2013 when it was tr... (5 pages)View decision -
Decision Reference DRN-5356967
9 Sep 2025 Larstal Limited UpheldBanking and PaymentsDRN-5356967 The complaint Mr B complains that Larstal Limited trading as Astropay hasn’t refunded unauthorised payments on his account. What happened Mr B expected to receive cashback from Astropay after attending an event, so he contacted what he believed was its profile on social medi... (3 pages)View decision -
Decision Reference DRN-5806224
9 Sep 2025 PRA Group (UK) Limited UpheldConsumer CreditDRN-5806224 The complaint Mr H complains PRA Group (UK) Limited have contacted him about his debt when they shouldn’t have. Mr H has a representative who has supported him in bringing this complaint, so I’ll refer to him as well. What happened I issued a provisional decision setting o... (5 pages)View decision -
Decision Reference DRN-5806234
9 Sep 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5806234 Complaint Mrs O has complained about a high-cost short-term credit instalment loan she took out with Propel Holdings (UK) Limited (trading as “Quidmarket”). She says that the loan was unaffordable and shouldn’t have been provided to her. Background In August 2024, Quidmarke... (4 pages)View decision -
Decision Reference DRN-5486619
9 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5486619 The complaint Mr R complains that Moneybarn No. 1 Limited (Moneybarn) failed to complete a sufficient review of his circumstances prior to lending to him. Mr R is represented in this complaint by a claims management company but, for ease, I’ll refer to Mr R directly througho... (5 pages)View decision -
Decision Reference DRN-5805908
9 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5805908 The complaint Miss M complains that TSB Bank plc put a block on her joint account and then allowed two payments on behalf of a relative without her consent. And she complains about the handling of her subject access request to TSB and the limited extent of the information pr... (9 pages)View decision -
Decision Reference DRN-5252899
9 Sep 2025 Think Money Limited Not upheldBanking and PaymentsDRN-5252899 The complaint Mr and Mrs F complain that Think Money Limited has declined to reimburse payments they say they didn’t make or allow anyone else to make. What happened In March 2024, Mrs F received a call from a scammer impersonating Think Money asking if everything was ok wit... (3 pages)View decision
