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 367928 results
-
Decision Reference DRN-5248122
25 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5248122 The complaint Mr P complains that NewDay Ltd was irresponsible in its lending to him. What happened Mr P was provided with a credit card by NewDay in 2019. The credit limit was increased on several occasions between October 2019 and December 2022, with the final credit limit... (4 pages)View decision -
Decision Reference DRN-5421430
25 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5421430 The complaint Mr H complains that Lloyds Bank PLC defaulted his commercial mortgages and refused to reinstate them or to remove any record of the default. What happened Mr H is a sole trader trading under the name of a business I’ll call M. He has several commercial mortgage... (3 pages)View decision -
Decision Reference DRN-5344953
25 Mar 2025 Capital Home Loans Limited Not upheldMortgagesDRN-5344953 The complaint Mr B complains that Capital Home Loans Limited trading as CHL Mortgages unfairly appointed Law of Property Act 1925 Receivers (LPA Receivers) when his buy-to-let mortgages fell into arrears. What happened Mr B has a portfolio of buy-to-let properties, some of w... (3 pages)View decision -
Decision Reference DRN-5289556
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5289556 The complaint Mr C complains Monzo Bank Ltd recorded a marker against him, on a national fraud database. He doesn’t think it’s treated him fairly. To resolve matters, he’d like the entry removed. What happened A summary of what happened is below. Mr C had an account with Mon... (3 pages)View decision -
Decision Reference DRN-4880744
25 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4880744 The complaint Mr S complains that Santander UK Plc hasn’t refunded him after he fell victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll keep my summary of events brief. Mr S was introduced to an investment opportunity t... (6 pages)View decision -
Decision Reference DRN-5353750
25 Mar 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5353750 The complaint Mr B is unhappy with what ARAG Legal Expenses Insurance Company Limited did after he made a claim on his legal expenses insurance policy. What happened Mr B engaged a contractor to carry out work at his property. He was unhappy with the work carried out and the... (3 pages)View decision -
Decision Reference DRN-5300284
25 Mar 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5300284 The complaint Mrs S complains that Frasers Group Financial Services Limited trading as Studio recorded adverse information on her credit file. What happened My provisional decision of 6 March 2025 set out the background to this complaint: “Mrs S said she had been unable to l... (4 pages)View decision -
Decision Reference DRN-5426222
25 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5426222 The complaint Mr C complains that NewDay Ltd irresponsibly lent to him. What happened Mr C was approved for a branded NewDay credit card (which I will refer to as A in this decision), in August 2020 with a credit limit of £600. I have detailed the credit limit changes on A b... (5 pages)View decision -
Decision Reference DRN-5415766
25 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5415766 The complaint Mr B is unhappy that Santander UK Plc has decided not to refund him after he paid money to an investment scam. What happened Mr B invested in a rent-to-rent property scheme. Mr B was introduced to R who produced all contracts, and payments were made direct to ... (3 pages)View decision -
Decision Reference DRN-5375613
25 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5375613 The complaint Mr D complains that UK Insurance Limited trading as Churchill (UKI) has unfairly recorded a motor incident against his car insurance policy. What happened Mr D held a car insurance policy underwritten by UKI. In September 2024 Mr D contacted UKI to make it awa... (2 pages)View decision
