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 363925 results
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Decision Reference DRN-5339688
11 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5339688 The complaint Mr H, who is represented by a third party, complains that National Westminster Bank Plc (‘NatWest’) acted irresponsibly when it agreed to provide him with an overdraft facility. He says the overdraft became unaffordable and has asked for interest and charges in... (4 pages)View decision -
Decision Reference DRN-5323997
11 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5323997 The complaint Miss R is being represented by solicitors. She’s complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss R fell victim to a cruel job scam in 2023. At a time when she was looking for work, sh... (8 pages)View decision -
Decision Reference DRN-5208636
11 Mar 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5208636 The complaint Mr B complains that Kroo Bank Ltd (‘Kroo’) unfairly restricted his account and held onto funds. What happened Mr B opened a personal account with Kroo in March 2024. Mr B says he used his account for everyday spending and trading in cryptocurrencies. In May 2... (3 pages)View decision -
Decision Reference DRN-5048353
11 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5048353 The complaint Mr D complains that Barclays Bank UK PLC blocked his account without good reason or justification and that it then sought detailed and extensive information from him about the operation of the account. What happened On 6 April 2024 Mr D found out that he was un... (2 pages)View decision -
Decision Reference DRN-5335239
11 Mar 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5335239 The complaint Mr P complains that Scottish Widows Limited has failed to provide him with the data he’s requested about his personal pension policy. He also complains about poor service. What happened Mr P has a personal pension policy with Scottish Widows. In February 2023 ... (11 pages)View decision -
Decision Reference DRN-5318794
11 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5318794 The complaint Mrs P and Mr P complain about how Admiral Insurance (Gibraltar) Limited (Admiral) dealt with a claim under their motor insurance policy following the theft of their vehicle. References to Admiral in this decision include their agents. What happened In June 20... (4 pages)View decision -
Decision Reference DRN-5344934
11 Mar 2025 Accord Mortgages Limited Not upheldMortgagesDRN-5344934 The complaint Ms V complains that a surveyor instructed by Accord Mortgages Limited undervalued her property. She said this meant she wasn’t able to obtain a competitive interest rate when her fixed rate ended. What happened Ms V had a buy to let mortgage with Accord. The fi... (2 pages)View decision -
Decision Reference DRN-5069153
11 Mar 2025 Covea Insurance plc UpheldInsuranceDRN-5069153 The complaint Mr H complains that Covea Insurance plc has made an unfair claim decision when he raised concerns about cracking and movement to his property. Mr H feels it is evident that damage has been caused as the result of a sinkhole appearing near to his property, causi... (3 pages)View decision -
Decision Reference DRN-5099028
11 Mar 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5099028 The complaint Mr H complains about the quality of three cars supplied to him by CA AUTO FINANCE UK LTD (“CA”) and its decision to lend to him. What happened Mr H entered into three separate hire purchase agreements between January 2023 and March 2023 in order to acquire thre... (7 pages)View decision -
Decision Reference DRN-5269749
11 Mar 2025 JBR Capital Limited UpheldConsumer CreditDRN-5269749 The complaint Mr W is unhappy that a car supplied to him under a hire purchase agreement with JBR Capital Limited (JBR) was of an unsatisfactory quality. What happened In July 2023 Mr W was supplied with a used car through a hire purchase agreement with JBR. He paid a deposi... (6 pages)View decision
