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-5488707
14 Jul 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5488707 The complaint Mrs W is unhappy with how Madison CF UK Limited, trading as 118 118 Money, offered to settle her irresponsible lending complaint. She wants the balance writing off in full. What happened Mrs W took out a loan for £5,000 over 36 months on 23 July 2024. The month... (2 pages)View decision -
Decision Reference DRN-5557249
14 Jul 2025 Aviva UK Digital Limited Not upheldInsuranceDRN-5557249 The complaint Mr C complains that Aviva UK Digital Limited didn’t provide accurate information to credit reference agencies. He’s also unhappy with the increase in his motor insurance premium. What happened Mr C was paying for his motor insurance policy with Aviva in monthly... (3 pages)View decision -
Decision Reference DRN-5682636
14 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5682636 The complaint Mr G is unhappy with Barclays Bank Plc. Mr G found an old passbook for an account he held with Woolwich Building Society. The passbook said it held more than £5,000. Mr G asked Barclays (who took over Woolwich Building Society) to pay him the balance in the acc... (3 pages)View decision -
Decision Reference DRN-5679435
14 Jul 2025 LEASYS UK LTD UpheldConsumer CreditDRN-5679435 The complaint Mr M is unhappy that Leasys UK LTD (Leasys) continued to record late payment markers on his credit file after a consumer hire agreement he had with them was terminated. What happened In July 2023 Mr M was supplied with a new car through a hire agreement with Le... (3 pages)View decision -
Decision Reference DRN-5526859
14 Jul 2025 First Rate Exchange Services Ltd UpheldBanking and PaymentsDRN-5526859 The complaint Miss G complains First Rate Exchange Services Ltd blocked access to her funds and is unhappy it has failed to release the remaining balance to her. What happened The details of this complaint are well known to both parties and so I won’t repeat them here again ... (2 pages)View decision -
Decision Reference DRN-5320785
14 Jul 2025 Fluent Money Limited Not upheldMortgagesDRN-5320785 The complaint Mr W complains that Fluent Money Limited didn’t treat him fairly when he made a mortgage application. He says they failed to secure an interest rate of 3.24% as they didn’t tell him in time that the product was withdrawn. So he ended up on a higher interest rat... (3 pages)View decision -
Decision Reference DRN-5521487
14 Jul 2025 National House-Building Council Not upheldInsuranceDRN-5521487 The complaint Mr T complains about National House-Building Council (“NHBC”)’s handling of his building warranty claim. All references to NHBC also include its appointed agents. What happened What I can’t consider NHBC’s warranty isn’t just an insurance policy. That means som... (4 pages)View decision -
Decision Reference DRN-5649143
14 Jul 2025 Zuto Limited UpheldConsumer CreditDRN-5649143 The complaint Mr A has complained that Zuto Limited prematurely released funds to the dealership for a car he was acquiring. What happened On 3 January 2024, Mr A arranged finance for a car through Zuto, as the broker. But he’s explained that he specifically told Zuto not to... (2 pages)View decision -
Decision Reference DRN-4986905
14 Jul 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-4986905 The complaint Mr S complains that Wise Payments Limited didn’t reimburse a payment he made following a scam. What happened In December 2023, Mr S opened an account with Wise. He paid £7,000 into the account which he then paid to a third party who I’ll call ‘G’. But Mr S the... (3 pages)View decision -
Decision Reference DRN-5616175
14 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5616175 The complaint Mr P complains TSB Bank Plc recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr P had an account with TSB. In September 2024, it was credited with £1,000 from a th... (3 pages)View decision
