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 388057 results
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Decision Reference DRN-5698207
17 Jul 2025 Close Brothers Limited UpheldConsumer CreditDRN-5698207 The complaint Mr B complains about a car supplied to him using a conditional sale agreement taken out with Close Brothers Limited (“Close Brothers”). What happened In January 2024, Mr B acquired a used car using a conditional sale agreement with Close Brothers. The car was ... (5 pages)View decision -
Decision Reference DRN-5698164
17 Jul 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5698164 The complaint Miss B complains that Starling Bank Limited unfairly closed her personal account and didn’t explain why. What happened In March last year, Starling contacted Miss B advising that it would be closing her account in three months. Miss B says she wanted to use thi... (3 pages)View decision -
Decision Reference DRN-5598918
17 Jul 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5598918 The complaint Mrs S complains that Tesco Underwriting Limited initially told her that it would classify a driving incident as non-fault and then failed to tell her that it had instead recorded it as a fault claim. This has caused her insurance premiums to rise significantly.... (4 pages)View decision -
Decision Reference DRN-5299080
17 Jul 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5299080 The complaint Miss M complains about the quality of a new car she acquired through a hire purchase agreement with Volkswagen Financial Services (UK) Limited (‘VWFSL’). Miss M says that within a few weeks the car started to experience power problems and a ‘clunking’ noise fro... (3 pages)View decision -
Decision Reference DRN-5662218
17 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5662218 The complaint Mr S complains that Santander UK Plc sent text alerts to a mobile number to which he wasn’t associated. What happened Mr S was receiving texts alerts about his account from Santander on a weekly basis. The text alerts notified him of his most recent transactio... (2 pages)View decision -
Decision Reference DRN-5679379
17 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5679379 The complaint Mr L is unhappy with Barclays Bank UK PLC, trading as Tesco Bank (Tesco) and how they did not notify him that a default against his credit card account would be reported to his credit file. What happened I issued my provisional decision to both parties explaini... (5 pages)View decision -
Decision Reference DRN-5585562
17 Jul 2025 Foster Denovo Limited Not upheldInsuranceDRN-5585562 The complaint Miss C is unhappy that Foster Denovo Limited mis-sold her a life and serious illness policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focus on giving the reasons for my d... (2 pages)View decision -
Decision Reference DRN-5680641
17 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5680641 The complaint Miss R complains that NewDay Ltd trading as Aqua (NewDay) unfairly reported missed credit card payments to the Credit Reference Agencies (‘CRAs’) and this affected her ability to get a loan. Miss R wants her credit file amending and compensation for her distre... (2 pages)View decision -
Decision Reference DRN-5433882
17 Jul 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5433882 The complaint The estate of Mrs P complain that Zurich Assurance Ltd has unfairly declined a claim made on the late Mrs P’s life insurance policy. What happened In June 2013 Mrs P took out a life insurance policy. During the application she was asked questions about her heal... (3 pages)View decision -
Decision Reference DRN-5606371
17 Jul 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5606371 The complaint Mr L complains that Santander Consumer (UK) Plc trading as Santander Consumer Finance (“SCF”) supplied him with a defective car. What happened Mr L entered into a conditional sale agreement with SCF in April 2023 for the supply of a used car. The car was nine ... (4 pages)View decision