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-5238531
24 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5238531 Complaint Mr G has complained that National Westminster Bank Public Limited Company (“NatWest”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Backgr... (3 pages)View decision -
Decision Reference DRN-5241221
24 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5241221 Complaint Mr S has complained that National Westminster Bank Public Limited Company (“NatWest”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Backgr... (3 pages)View decision -
Decision Reference DRN-5411901
24 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5411901 Complaint Mrs N has complained that Tesco Personal Finance Limited (trading as “Tesco Bank”) irresponsibly provided a credit card as well as a subsequent credit limit increase to her. She says that this credit was unaffordable and caused her continued financial difficulty. ... (5 pages)View decision -
Decision Reference DRN-5411878
24 Mar 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5411878 Complaint Miss G 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 G is bein... (3 pages)View decision -
Decision Reference DRN-5360569
24 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5360569 Complaint Miss T says that Bank of Scotland plc (trading as “Halifax”) unfairly removed her overdraft, closed her account and recorded a default on her credit file. Background Halifax has already agreed that it unfairly allowed Miss T to continuing using her overdraft from ... (2 pages)View decision -
Decision Reference DRN-5408194
24 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5408194 Complaint Mrs H has complained about a credit card which she says Santander UK Plc unfairly lent to her. This credit card was provided by a firm named Cahoot, which was a trading name of Abbey National Plc. Abbey National Plc went on to be acquired by Santander UK Plc and t... (3 pages)View decision -
Decision Reference DRN-5146323
23 Mar 2025 Lloyd's Insurance Company SA Not upheldInsuranceDRN-5146323 The complaint Mr and Mrs M complain about the progress and decisions that Lloyd’s Insurance Company SA (“Lloyds”) has made in relation to a subsidence claim for their holiday home abroad. Any references to Lloyds in this decision include its appointed agents and representati... (3 pages)View decision -
Decision Reference DRN-5051375
23 Mar 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5051375 The complaint Miss R complains about the quality of a car supplied to her by Close Brothers Limited (“Close Brothers”). What happened Miss R entered into a conditional sale agreement with Close Brothers in January 2022 for a used car. The car was around five years old and ha... (4 pages)View decision -
Decision Reference DRN-5142764
23 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5142764 The complaint Miss V is unhappy that a car supplied to her under a hire purchase agreement with NIIB Group Limited trading as Northridge Finance (Northridge) was of an unsatisfactory quality. When I refer to what Miss V has said and what Northridge have said, it should also... (3 pages)View decision -
Decision Reference DRN-5292153
23 Mar 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5292153 The complaint Mr W has complained about advice he was given in 2021 regarding the transfer of his defined-benefit (DB) pension scheme, to a type of personal pension plan known as a SIPP 1 . Harbour Rock Capital Limited is now responsible for answering this complaint. Therefore,... (11 pages)View decision
