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 381196 results
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Decision Reference DRN-5547304
1 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5547304 The complaint Mr B complains that Barclays Bank UK PLC trading as Tesco Bank lent irresponsibly when it approved his credit card application. What happened Mr B applied for a Tesco Bank credit card in July 2019. In his application Mr B said he was earning £18,700 a year tha... (3 pages)View decision -
Decision Reference DRN-5699628
1 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5699628 The complaint Mrs A complains that U K Insurance Limited (“UKI”) mishandled a claim on her motor insurance policy. What happened The subject matter of the insurance was a multi-purpose vehicle made by a premium-brand car-maker and first registered in 2011. Mrs A acquired t... (4 pages)View decision -
Decision Reference DRN-5786173
1 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5786173 The complaint Mr M complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr M is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr M hims... (5 pages)View decision -
Decision Reference DRN-5748384
1 Sep 2025 The Royal Bank of Scotland Plc UpheldConsumer CreditDRN-5748384 The complaint Mr L is unhappy that The Royal Bank of Scotland Plc (‘RBS’) failed to send him a copy of his loan agreement when he requested it. What happened The complaint circumstances are well known to both parties, so I don’t intend to list this chronologically and in de... (3 pages)View decision -
Decision Reference DRN-5786195
1 Sep 2025 FirstRand Bank Limited UpheldConsumer CreditDRN-5786195 The complaint Miss M’s complaint is that FirstRand Bank Limited trading as Motonovo Finance (Motonovo) irresponsibly provided her with an unaffordable credit agreement to finance a vehicle. Miss M’s complaint has been brought by a professional representative, but for ease I... (4 pages)View decision -
Decision Reference DRN-5702890
1 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5702890 The complaint Mr G has complained about how he was treated by Revolut Ltd, after being denied access to funds in his account, during a period of financial hardship. What happened Mr G has explained that he contacted Revolut on 18 May 2025, to explain he was suffering extreme... (2 pages)View decision -
Decision Reference DRN-5657545
1 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5657545 The complaint Mrs P complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco Bank”) rejected her claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In June 2021 Mrs P purchased a new television at a cost of £2,289. Some 3½ years later she bought... (2 pages)View decision -
Decision Reference DRN-5777626
1 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5777626 The complaint Mr M complains Monzo Bank Ltd won’t close his account. What happened Mr M changed his mobile device in 2022 and was asked to prove his identity, using a video. Mr M didn’t want to do this, but was told until he verified his identity Monzo wouldn’t let him do ... (2 pages)View decision -
Decision Reference DRN-5598756
1 Sep 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5598756 The complaint Mr D complains that Madison CF UK Limited trading as 118 118 Money lent irresponsibly when it approved his credit card application. What happened Mr D applied for a 118 118 Money credit card in December 2024 via a third party business. The application said Mr ... (3 pages)View decision -
Decision Reference DRN-5684994
1 Sep 2025 Alphabet (GB) Ltd Not upheldConsumer CreditDRN-5684994 The complaint Mr B complains that a car he was due to finance through an agreement with Alphabet (GB) Ltd (‘Alphabet’) wasn’t delivered on time. What happened In February 2025 Mr B entered into a hire agreement to fund the provision of a new car. The car was due to be delive... (2 pages)View decision
