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 367928 results
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Decision Reference DRN-5417096
24 Mar 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5417096 The complaint Mrs W has complained that Inter Partner Assistance SA (IPA) declined a cancellation claim she made on a travel insurance policy. Mrs W has been represented by a family member in making this complaint. However, for ease, I will just be referring to Mrs W in thi... (3 pages)View decision -
Decision Reference DRN-5402666
24 Mar 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5402666 The complaint Mr B complains that HSBC UK Bank Plc lent to him irresponsibly. What happened Mr B applied for and received the following loans from HSBC: Date Amount APR Repayment Term Total Payable Loan 1 23 March 2020 £5,000 15.9% £451.09 12 months £5,413.12 Loan 2 10 Sept... (4 pages)View decision -
Decision Reference DRN-5140006
24 Mar 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5140006 The complaint Miss G complains about the credit agreement she took out with Motability Operations Limited (“Motability”). She says she paid around £10,500 for the car and some optional extras and was under the impression she’d be able to buy the car at the end of the agreeme... (4 pages)View decision -
Decision Reference DRN-5025122
24 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5025122 The complaint A company which I’ll call ‘N’ complains that Lloyds Bank PLC won’t refund the money it lost as a result of a scam. The complaint is brought on N’s behalf by one of its directors, Mr B. Mr B is represented by M, but for ease I’ll refer to Mr B throughout. What... (3 pages)View decision -
Decision Reference DRN-5229037
24 Mar 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5229037 The complaint Mr O complains about the service he received from Moneybarn No. 1 Limited (“Moneybarn”). He says he asked it about early repayment and was mis-advised. He’s unhappy with how much he needs to pay to settle the finance and believes there’s been a breach of contra... (3 pages)View decision -
Decision Reference DRN-5409191
24 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5409191 Complaint Mrs C has essentially complained that National Westminster Bank Public Limited Company (“NatWest”) unfairly continued applying charges to her overdraft even when it was clear that she was in financial difficulty and failing to see a credit balance for an extended p... (3 pages)View decision -
Decision Reference DRN-5339389
24 Mar 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5339389 Complaint Mr O complains that FirstRand Bank Limited (trading as “MotoNovo Finance”) unfairly entered into a hire-purchase agreement with him. He’s said that the finance was unaffordable and this resulted in him being unable to meet his commitments going forward, without bo... (5 pages)View decision -
Decision Reference DRN-5399801
24 Mar 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5399801 Complaint Mr H says that TSB Bank plc (“TSB”) unfairly provided him with student and graduate overdrafts, despite him never having gone to university, and continued to allow him to use them even when it was evident he was unable to repay to what he owed. Background One of o... (3 pages)View decision -
Decision Reference DRN-5412840
24 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5412840 Complaint Mr C has complained about a credit card Vanquis Bank Limited (“Vanquis”) provided to him. He says the credit card and limit increases should not have been provided to him as they were unaffordable. Background In April 2020, Vanquis provided Mr C with a credit card... (3 pages)View decision -
Decision Reference DRN-5326033
24 Mar 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5326033 Complaint Mr K complains that BMW Financial Services (GB) Limited (trading as “Alphera” Financial Services) unfairly entered into a hire purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable. Background In January 2020, Alphera... (3 pages)View decision
