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 370149 results
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Decision Reference DRN-5656028
30 Jun 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5656028 The complaint Mr E is complaining about the quality of a vehicle supplied to him by RCI Financial Services Limited trading as Mobilize Financial Services (Mobilize). What happened In January 2024, Mr E acquired a vehicle via a hire purchase agreement with Mobilize. The agree... (4 pages)View decision -
Decision Reference DRN-5243376
30 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5243376 The complaint Mr and Mrs T are unhappy Lloyds Bank PLC won’t reimburse money they lost to a scam. What happened The background to this case is well known to the parties, so I don’t intend to set it out in full here. Briefly, in October 2020, Mr and Mrs T were contacted by a... (4 pages)View decision -
Decision Reference DRN-5655896
30 Jun 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5655896 The complaint Mr B complains about Lloyds Bank General Insurance Limited’s decision to turn down his subsidence claim under his property insurance policy. What happened Mr B holds property insurance cover with Lloyds Bank. He noticed cracking at his property and asked a buil... (10 pages)View decision -
Decision Reference DRN-5182102
30 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5182102 The complaint Mr B complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to ... (6 pages)View decision -
Decision Reference DRN-5541767
30 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5541767 The complaint Mr U, a sole trader, complains about the way Barclays Bank UK Plc treated him in relation to a loan. Briefly, he says that Barclays changed the terms of the loan, and that delays in the application process meant that he lost access to time-sensitive opportuniti... (5 pages)View decision -
Decision Reference DRN-5178768
30 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5178768 The complaint Ms B is complaining about direct debit transactions from her NatWest Westminster Bank Public Limited Company (NatWest) account which she says she didn’t authorise. She is also unhappy NatWest can’t prevent further payments from being taken. What happened Dire... (3 pages)View decision -
Decision Reference DRN-5655924
30 Jun 2025 Aldermore Bank Plc UpheldMortgagesDRN-5655924 The complaint This complaint’s about a mortgage Miss R holds with Aldermore Bank Plc. The complaint relates primarily to how Aldermore has dealt with Miss R’s requests for help during an extended period of financial hardship over 2023 and 2024. What happened Our Investigato... (3 pages)View decision -
Decision Reference DRN-5287653
30 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5287653 The complaint Mr W complains that Barclays Bank UK PLC won’t reimburse money he lost to a scam. What happened In 2022, Mr W fell victim to an investment scam after seeing an advert on social media which appeared to be promoted by a celebrity. Mr W believed he would be tradi... (3 pages)View decision -
Decision Reference DRN-5654994
30 Jun 2025 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-5654994 The complaint Mr Z complains that Marks & Spencer Financial Services Plc trading as M&S Bank was irresponsible in its lending to him. What happened Mr Z was provided with a £8,000 loan by M&S Bank in April 2024. The loan term was 12 months and Mr Z was required t... (3 pages)View decision -
Decision Reference DRN-5631129
30 Jun 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5631129 The complaint Mr C complains about how Motability Operations Limited (“MO”) handled his request for help when he realised the car supplied to him under a hire agreement wasn’t suitable. What happened The parties are familiar with the background of this complaint so I will o... (3 pages)View decision
