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 370904 results
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Decision Reference DRN-5236074
7 Jul 2025 Lendable Ltd UpheldConsumer CreditDRN-5236074 The complaint Mr R complains about the quality of a used car he acquired through a hire purchase agreement with Lendable Ltd trading as Autolend (‘Autolend’). Mr R says that the car has had a large number of problems, and it isn’t of satisfactory quality. What happened Mr R... (5 pages)View decision -
Decision Reference DRN-5633642
7 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5633642 The complaint The estate of Ms W complains about the service provided by Lloyds Bank PLC (Lloyds) after they registered a death. What happened The events within this complaint are well known to both parties so I will aim to provide a brief summary. After the estate registere... (3 pages)View decision -
Decision Reference DRN-5659707
7 Jul 2025 Marsh Finance & Commercial Limited Not upheldConsumer CreditDRN-5659707 Complaint Mr T complains that Marsh Finance & Commercial Limited (“Marsh”) unfairly entered into a hire-purchase agreement with him. He’s said that the finance was unaffordable which resulted in him experiencing ongoing difficulty. Background In October 2014, Marsh prov... (5 pages)View decision -
Decision Reference DRN-5659228
7 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5659228 The complaint Mr L complains about Admiral Insurance (Gibraltar) Limited (“AIL”) and their decision to close his claim after being unable to arrange a video/in person interview as part of their claim validation process. What happened The claim and complaint circumstances are... (4 pages)View decision -
Decision Reference DRN-5286292
7 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5286292 The complaint A complains that Barclays Bank UK PLC (Barclays) won’t refund money lost as part of a scam. What happened In early 2024, Mr S, as director of A, was seeking to purchase supplies for his business. Having searched online, he found an international supplier which ... (4 pages)View decision -
Decision Reference DRN-5537163
7 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5537163 The complaint Miss A complains Nationwide Building Society has unfairly recorded missed payments on her credit file. What happened In August 2023, Miss A contacted Nationwide as she was unable to repay an overdrawn amount held on her current account. An arrangement was agree... (4 pages)View decision -
Decision Reference DRN-5661949
7 Jul 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5661949 Complaint Miss C has complained about a credit card and subsequent limit increases that Lendable Ltd (trading as “Zable”) provided to her. She says that her credit limit increases were irresponsibly provided. Background Zable provided Miss C with a credit card, which had a ... (3 pages)View decision -
Decision Reference DRN-5642209
7 Jul 2025 The Funding Corporation Limited Not upheldConsumer CreditDRN-5642209 Complaint Mr C complains that The Funding Corporation (“TFC”) unfairly entered into a hire-purchase agreement with him. He’s said that the finance was unaffordable which resulted in ongoing difficulty and culminated in an existing creditor obtaining a County Court Judgment (... (5 pages)View decision -
Decision Reference DRN-5560351
7 Jul 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5560351 Complaint Ms R has complained Zopa Bank Limited (“Zopa”) irresponsibly provided a credit card to her. Background Zopa provided Ms R with a credit card with a limit of £300 in December 2020. One of our investigators reviewed what Ms R and Zopa had told us. And she thought Z... (2 pages)View decision -
Decision Reference DRN-5615587
7 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5615587 Complaint Miss F has complained about the overdraft charges Santander UK Plc (“Santander”) applied to her current account. She’s effectively said the charges applied to her account were unfair and trapped her in debt for nearly a decade. Background Miss F originally applied... (5 pages)View decision
