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 393318 results
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Decision Reference DRN-5864135
2 Dec 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5864135 The complaint Mr S has complained that SECURE TRUST BANK PUBLIC LIMITED COMPANY trading as Moneyway (Moneyway) unfairly provided him with credit for a vehicle. What happened In February 2022, Mr S entered into a finance agreement with Moneyway for the purchase of a car as s... (3 pages)View decision -
Decision Reference DRN-5665429
2 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5665429 The complaint Mr M complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in su... (5 pages)View decision -
Decision Reference DRN-5989158
2 Dec 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5989158 The complaint Mr D and Miss P’s complaint is about a claim they made on their INTACT INSURANCE UK LIMITED (‘Intact’) pet insurance policy, which Intact declined. Mr D and Miss P say Intact treated them unfairly. What happened I issued a provisional decision in respect of Mr ... (3 pages)View decision -
Decision Reference DRN-5758030
2 Dec 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5758030 The complaint Mr S complains that Lloyds Bank PLC (“Lloyds”) provided him with a loan with an interest rate that was unfairly high. What happened Mr S took out a loan with Lloyds in 2019 for £25,000. It had a loan term of 84 months with monthly repayments of £499, and an AP... (2 pages)View decision -
Decision Reference DRN-5832576
2 Dec 2025 U K Insurance Limited UpheldInsuranceDRN-5832576 The complaint Miss K complains U K Insurance Limited unfairly settled a motor insurance claim as her being at fault. What happened In May 2025 Miss K, whilst driving her car, was involved in a collision with a third-party’s (TP) vehicle. Both cars were damaged. The TP, cons... (3 pages)View decision -
Decision Reference DRN-5989294
2 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5989294 The complaint Mr and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (10 pages)View decision -
Decision Reference DRN-5929481
2 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5929481 The complaint Mrs H complains that Lloyds Bank PLC deducted an early withdrawal charge from her cash ISA balance when she transferred her ISA to another provider. What happened Mrs H had a one-year fixed interest rate cash ISA with Lloyds, paying interest of 4.6%. She had o... (3 pages)View decision -
Decision Reference DRN-5972246
2 Dec 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5972246 The complaint Mr R complains that Lloyds Bank PLC declined his loan application. What happened Mr R applied for a loan with Lloyds – with whom he already holds current and savings accounts – but his application was declined. Mr R queried this with Lloyds who advised him to c... (2 pages)View decision -
Decision Reference DRN-5957655
2 Dec 2025 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-5957655 The complaint Mr K says MI Vehicle Finance Limited (MI Vehicle) have been unreasonable not to allow him to refinance a balloon payment. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of th... (2 pages)View decision -
Decision Reference DRN-5568043
2 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5568043 The complaint Mr C complains that National Westminster Bank Plc (‘NatWest’) won’t reimburse funds he lost to fraud. What happened As the circumstances of this complaint are well known to both parties, I have summarised them briefly below. In or around September 2021, Mr C me... (4 pages)View decision