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 382298 results
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Decision Reference DRN-5785755
12 Nov 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5785755 The complaint Mr H complains that a car that was supplied to him under a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance, wasn’t of satisfactory quality. What happened A used car was supplied to Mr H under a conditional sale ag... (3 pages)View decision -
Decision Reference DRN-5910773
12 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5910773 The complaint Mr P complains about problems he experienced using his Barclays Bank UK PLC debit card when a new card was issued. What happened Mr P’s debit card was declined when he attempted to pay for some goods and services. While he was able to arrange for his son to pa... (3 pages)View decision -
Decision Reference DRN-5733552
12 Nov 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5733552 The complaint Mr C and Ms T are unhappy Lloyds Bank General Insurance Limited (“Lloyds”) voided their policy back to inception after making a misrepresentation accidentally when they applied for a home insurance policy. As Mr C made the complaint, I have mostly referred to h... (3 pages)View decision -
Decision Reference DRN-5941989
12 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5941989 The complaint Mrs G complains that Nationwide Building Society unfairly decided that she was liable for unauthorised transactions on her account. What happened Mrs G complained to Nationwide after it didn’t agree to refund her for transactions she says were unauthorised. Mrs... (6 pages)View decision -
Decision Reference DRN-5768038
12 Nov 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5768038 The complaint Ms B has complained that Accredited Insurance (Europe) Ltd (‘Accredited’) declined her claim for storm damage to her property under her home insurance policy. For the avoidance of doubt, the term ‘Accredited’ includes reference to its agents and representatives... (5 pages)View decision -
Decision Reference DRN-5904856
12 Nov 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5904856 The complaint Ms O complains Barclays Bank UK PLC unfairly defaulted her personal loan. What happened In December 2022, Ms O took a personal loan of £11,000 with Barclays to be repaid over five years. By March 2025, Ms O’s account had fallen more than three months into arr... (3 pages)View decision -
Decision Reference DRN-5747214
12 Nov 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5747214 The complaint Mr B is unhappy with the interest rate on a hire purchase agreement taken to acquire a car, provided by Oodle Financial Services Limited trading as Oodle Car Finance. What happened In June 2024 Mr B entered into a hire purchase agreement with Oodle to acquire ... (3 pages)View decision -
Decision Reference DRN-5813785
12 Nov 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5813785 The complaint Mr U complains PayPal UK Ltd hasn’t done enough to help get a refund for transactions paid from his account. What happened In February 2025, Mr U bought clothes online from a company I’ll call “S”, paying via PayPal Credit. Mr U says the clothes were never del... (4 pages)View decision -
Decision Reference DRN-5946555
12 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5946555 The complaint A limited company, which I’ll refer to as P, complains that National Westminster Bank Plc has unfairly closed its current account and declared its bounce back loan in default. P is represented by its owner and director, Miss C. What happened P opened a business... (5 pages)View decision -
Decision Reference DRN-5776416
12 Nov 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5776416 The complaint Mr M is unhappy with how BMW Financial Services(GB) Limited trading as ALPHERA Financial Services have responded to him when he had difficulties making payments under his agreement. What happened Mr M took out a hire purchase agreement with BMW in June 2023 to ... (3 pages)View decision
