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 386796 results
-
Decision Reference DRN-5877922
25 Nov 2025 Tesla Financial Services Limited UpheldConsumer CreditDRN-5877922 The complaint Mr B complains that a car that was supplied to him under a conditional sale agreement with Tesla Financial Services Limited wasn’t of satisfactory quality. What happened A new car was supplied to Mr B under a conditional sale agreement with Tesla Financial Serv... (4 pages)View decision -
Decision Reference DRN-5649522
25 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5649522 The complaint Mr M complains to Barclays Bank UK PLC about transactions from an account he held in joint names, which he says were unauthorised. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of ... (2 pages)View decision -
Decision Reference DRN-5925164
25 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5925164 The complaint Mr A complains that American Express Services Europe Limited (AESEL) cancelled his direct debit. What happened Mr A has held an American Express Platinum Card since July 2019. In June 20256 AESEL contacted Mr A to advise him that following an internal review of... (2 pages)View decision -
Decision Reference DRN-5975941
25 Nov 2025 VANGUARD ASSET MANAGEMENT, LTD. UpheldPensions and AnnuitiesDRN-5975941 The complaint Ms B complains about the way Vanguard Asset Management Ltd handled her request to transfer her pension to a small self-administered scheme (SSAS) 1 . What happened Ms B held a pension with Vanguard that she was looking to transfer to a SSAS. It seems that proc... (7 pages)View decision -
Decision Reference DRN-5950830
25 Nov 2025 Atom Bank PLC Not upheldBanking and PaymentsDRN-5950830 The complaint Mr J complains that the process for applying for a savings account with Atom Bank PLC (Atom Bank) was unclear and misleading, which meant he opened an account which offered a lower rate of interest. What happened Mr J wanted to open a savings account with Atom ... (2 pages)View decision -
Decision Reference DRN-5892886
25 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5892886 The complaint Mrs O complains that Monzo Bank Ltd didn’t do enough to protect her when she fell victim to an investment scam. What happened Mrs O came across a company, which I’ll call “H”, through an individual she understood was a trusted contact within her community. She... (2 pages)View decision -
Decision Reference DRN-5883233
25 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5883233 The complaint Mr M is unhappy with several aspects of the service he’s received from Barclays Bank UK PLC, trading as Tesco Bank, surrounding a credit card application that he made. What happened Mr M referred an earlier complaint to this service on which a final decision wa... (3 pages)View decision -
Decision Reference DRN-5892938
25 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5892938 The complaint Mrs O complains that Barclays Bank UK PLC (“Barclays”) didn’t do enough to protect her when she fell victim to an investment scam. Mrs O is being represented by solicitors in this complaint. What happened Mrs O came across a company, which I’ll call “H”, thro... (2 pages)View decision -
Decision Reference DRN-5975994
25 Nov 2025 Lenvi Servicing Limited UpheldMortgagesDRN-5975994 The complaint Miss D and Mr M complain that Lenvi Servicing Limited delayed the redemption of their help to buy shared equity loan. What happened Miss D and Mr M bought a property with the assistance of the help to buy scheme. Under this scheme, a borrower takes out a standa... (9 pages)View decision -
Decision Reference DRN-5771833
25 Nov 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-5771833 The complaint Mr W complains about charges in relation to a car he took out using a hire agreement provided by LeasePlan UK Limited (“LeasePlan”). What happened In June 2023, Mr W acquired a car using a hire agreement with LeasePlan. The minimum period of hire was 24 months... (3 pages)View decision
