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 367300 results
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Decision Reference DRN-5073198
12 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5073198 The complaint Miss A complains that Revolut Ltd didn’t do enough to prevent her losing money to a scam. Miss A has used a representative when bringing her complaint. But, for ease of reading, I’ll mostly just refer to Miss A herself, where I also mean the representative. W... (3 pages)View decision -
Decision Reference DRN-5500490
12 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5500490 The complaint Mrs C has complained that Barclays Bank UK PLC trading as Tesco Bank unfairly suspended her card. What happened Mrs C found out in December 2024 that her Tesco Bank credit card had been suspended, due to persistent debt. But the letters she’d been sent regardin... (1 page)View decision -
Decision Reference DRN-5298849
12 May 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5298849 The complaint Mr L has complained about an excess mileage charge, following the end of his car finance agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘AFS’). What happened Mr L entered into a hire agreement for a new car. He ret... (2 pages)View decision -
Decision Reference DRN-5441297
12 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5441297 Complaint Mr J has complained about a personal loan National Westminster Bank Public Limited Company (“NatWest”) which he says it irresponsibly provided to him. He says the loan was unaffordable and so shouldn’t have been provided to him. Background NatWest provided Mr J wi... (3 pages)View decision -
Decision Reference DRN-5491541
12 May 2025 First Response Finance Ltd Not upheldConsumer CreditDRN-5491541 Complaint Mr N complains that First Response Finance Ltd (“First Response”) unfairly entered into a hire-purchase agreement with him. He’s said that the finance was unaffordable which resulted in the lending relationship between him and First Response being unfair to him. B... (5 pages)View decision -
Decision Reference DRN-5469674
12 May 2025 FCE Bank Plc Not upheldConsumer CreditDRN-5469674 Complaint Mr L complains that FCE Bank Plc (trading as “Ford Credit”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable. Background In January 2022, Ford Credit provided Mr L with finance for a... (3 pages)View decision -
Decision Reference DRN-5545358
12 May 2025 FirstRand Bank Limited UpheldConsumer CreditDRN-5545358 Complaint Mr S complains that First Rand Bank Limited (trading as “MotoNovo” Finance) unfairly entered into a hire-purchase agreement with him. He’s said the payments to his agreement were unaffordable. Background In October 2016, MotoNovo provided Mr S with finance for a u... (4 pages)View decision -
Decision Reference DRN-5524514
12 May 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5524514 Complaint Miss S complains that Volkswagen Financial Services UK Limited (trading as “Audi” Financial Services) unfairly entered into a hire-purchase agreement with her. She’s said the agreement was unaffordable and so she shouldn’t have been accepted for it. Miss S is bein... (3 pages)View decision -
Decision Reference DRN-5394121
11 May 2025 HDI Global Specialty SE UpheldInsuranceDRN-5394121 The complaint R complains that HDI Global Specialty SE (‘HDI’) declined a claim under a residential landlord insurance policy. R is represented in the complaint by its director, Mr M. I’ll refer to both R and Mr M at different points in my decision. What happened R owned a p... (3 pages)View decision -
Decision Reference DRN-5246247
11 May 2025 National House-Building Council UpheldInsuranceDRN-5246247 The complaint Mr S complains that National House-Building Council (“NHBC”) unfairly declined a claim made under his Buildmark warranty. What happened Mr S made a claim under his NHBC Buildmark warranty, when he noticed the flooring in his home was uneven. He said this was a ... (5 pages)View decision
