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 381082 results
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Decision Reference DRN-5598568
3 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5598568 The complaint Miss Y’s complained about the way Ageas Insurance Limited have handled the claim she made after there was an escape of water at her home. What happened The history of this matter is well known to both parties. So I won’t repeat it all here. But, to summarise,... (3 pages)View decision -
Decision Reference DRN-4495088
3 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4495088 The complaint Mr P’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna the ‘Lender’) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (‘CCA’) Background to the complaint Mr P pur... (4 pages)View decision -
Decision Reference DRN-5599421
3 Jul 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5599421 The complaint Mrs W complains about the way that Barclays Bank PLC, trading as Barclaycard, has dealt with a credit card account after her husband passed away. What happened Mrs W’s late husband had a business credit card account with Barclaycard for a partnership between Mr... (3 pages)View decision -
Decision Reference DRN-5604781
3 Jul 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5604781 The complaint Mr L complains that HSBC Bank UK Plc (‘HSBC’) unfairly refused to open new banking products with him because they’d retained historical data about his IVA for longer than six years. Mr L wants HSBC to remove the record of his IVA and pay compensation for his d... (2 pages)View decision -
Decision Reference DRN-5586989
3 Jul 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5586989 The complaint Mr P complains about the default that’s been reported by Go Car Credit Limited about a hire purchase agreement under which a car was supplied to him. What happened A used car was supplied to Mr P under a hire purchase agreement with Go Car Credit that he electr... (3 pages)View decision -
Decision Reference DRN-5206881
3 Jul 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5206881 The complaint Mrs R is unhappy with how The Royal Bank of Scotland Plc (RBS) dealt with her dispute about two 78p transactions which she says she didn’t authorise. What happened I issued my provisional decision in June of this year. I’ve not been provided with any addition... (3 pages)View decision -
Decision Reference DRN-5079726
3 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5079726 The complaint Ms O complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of a scam. Ms O is being represented by a firm I’ll refer to as ‘S’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some... (4 pages)View decision -
Decision Reference DRN-5498012
3 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5498012 The complaint Ms Z complains about the customer service she received in a branch of Lloyds Bank PLC on three separate visits. What happened Firstly, in summer 2024 Ms Z says she visited the branch to close her ISA account. She says the branch was empty but she was still kep... (2 pages)View decision -
Decision Reference DRN-5658384
3 Jul 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5658384 The complaint Mr B complains that N.I.I.B. Group Limited, trading as Northridge Finance, has unfairly terminated the hire purchase agreement under which a car had been supplied to him and sold the car for less than it was worth. What happened A used a car was supplied to Mr ... (3 pages)View decision -
Decision Reference DRN-5491817
3 Jul 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5491817 The complaint Mr S complains that his motor insurance policy provided by Liverpool Victora Insurance Company Limited (LV) isn’t showing on the Motor Insurance Database (MID). He wants this corrected. What happened DVLA contacted and then fined Mr S because it said his car w... (2 pages)View decision
