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 392389 results
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Decision Reference DRN-5816404
17 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5816404 The complaint Mr W complains that Santander UK Plc (‘Santander’) sent him threatening letters about his credit card payments and didn’t consider his personal circumstances. He’s unhappy that Santander made it hard for him to complain. Mr W wants the matter investigating, app... (3 pages)View decision -
Decision Reference DRN-5955454
17 Nov 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5955454 The complaint Miss J complains that Lloyds Bank Plc irresponsibly lent to her when it approved four loans. What happened The facts of this case are familiar to both sides. With that being the case, I won’t provide a detailed background here. Instead, I’ll provide a brief sum... (8 pages)View decision -
Decision Reference DRN-5956148
17 Nov 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5956148 The complaint Mr R complains about a car supplied under a hire purchase agreement, provided by Tandem Motor Finance Limited trading as Tandem. What happened Around June 2024 Mr R acquired a used car under a hire purchase agreement with Tandem. The car is listed with a cash ... (5 pages)View decision -
Decision Reference DRN-5743267
17 Nov 2025 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-5743267 The complaint Mr W complains that a car acquired under a hire purchase agreement through Marsh Finance & Commercial Limited (“Marsh”) wasn’t of satisfactory quality when it was supplied to him. What happened Both parties are familiar with the background of this complain... (4 pages)View decision -
Decision Reference DRN-5953609
17 Nov 2025 Curve UK Limited UpheldBanking and PaymentsDRN-5953609 The complaint Mr S complains Curve UK Limited didn’t make it clear enough that its Flex product required him to enter into a credit agreement. What happened Mr S was an existing Curve customer and held a Curve debit card. He explains that he received a notification in his ap... (7 pages)View decision -
Decision Reference DRN-5869729
17 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5869729 The complaint Mr R and Mrs S complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t reimburse the funds they lost when they say they fell victim to a scam. What happened Mr R and Mrs S say that they received an email from a property investment platf... (4 pages)View decision -
Decision Reference DRN-5673762
17 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5673762 The complaint Mrs G complains that Monzo Bank Ltd closed her overdraft account and reported it as in default to the credit reference agencies. What happened In December 2024, Mrs G entered into an unarranged overdraft position on her Monzo account – she says that at the tim... (4 pages)View decision -
Decision Reference DRN-5755753
17 Nov 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5755753 The complaint Mr M says that in 2009, when switching to his employer’s new pension scheme which was administered by Phoenix Life Limited trading as Standard Life (Standard Life), he agreed to invest into a default “lifestyle profile” strategy because he was told it would pro... (7 pages)View decision -
Decision Reference DRN-5882219
17 Nov 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5882219 The complaint S, a limited company, complains that Starling Bank Limited has not refunded money it lost through what it now believes was a scam. S is represented by Q, which brings the complaint on its behalf. What happened S was seeking to wind up as a company in early 202... (5 pages)View decision -
Decision Reference DRN-5732320
17 Nov 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5732320 The complaint Ms J complains that Zurich Insurance Company Ltd declined a claim she made on her buildings insurance policy. Reference to Zurich includes its agents and representatives. What I’ve decided – and why I’ve considered all the available evidence and arguments to ... (2 pages)View decision