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 364422 results
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Decision Reference DRN-5305909
4 Feb 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5305909 The complaint Mr B complained about the quality of a used car he acquired under a hire purchase agreement with Toyota Financial Services (UK) PLC (‘TFS’). When I refer to what Mr B or TFS have said or done, it should also be taken to include things said or done on their beh... (8 pages)View decision -
Decision Reference DRN-5191580
4 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5191580 The complaint Mrs B complains that Nationwide Building Society (NWide) didn’t refund money in a disputed ATM withdrawal. What happened On 28 May 2024, Mrs B went to withdraw cash from an ATM machine at Sainsburys. With her NWide card, she asked for two amounts of £250 and th... (2 pages)View decision -
Decision Reference DRN-5265177
4 Feb 2025 Wakam Not upheldInsuranceDRN-5265177 The complaint Miss D’s complaint is about a claim she made on her Wakam pet insurance policy following the death of her pet. Miss D doesn’t feel the amount Wakam have offered her for the value of her pet is enough and wants them to offer her more. What happened Miss D’s pet... (2 pages)View decision -
Decision Reference DRN-5070469
4 Feb 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5070469 The complaint A company, which I’ll refer to as T, complains about the service it received from Barclays Bank Plc trading as Barclaycard (Barclaycard) when attempting to increase the credit limit on its credit card. In bringing this complaint, T is represented by its direct... (3 pages)View decision -
Decision Reference DRN-5050458
4 Feb 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5050458 The complaint Mr C complains about delays by Admiral Insurance (Gibraltar) Limited in resolving liability after a motor accident for which he was not to blame. What happened Mr C made a claim against his insurance policy after a motor accident for which he felt that the oth... (2 pages)View decision -
Decision Reference DRN-5300350
4 Feb 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5300350 The complaint Mr C is unhappy with how AESEL handled a quality of service claim he made to them. What happened Mr C took out a membership with a dating agency I shall call ‘E’ on 11 October 2023 using his AESEL credit card at a cost of £1,495.00. This covered up to nine mont... (7 pages)View decision -
Decision Reference DRN-4977321
4 Feb 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-4977321 The complaint Mr T has complained, via a Claims Management Company (‘CMC’) about a transfer of his Prudential Assurance Company Limited (‘Prudential’) personal pension to an occupational pension scheme in February 2013. Mr T says Prudential failed in its responsibilities whe... (5 pages)View decision -
Decision Reference DRN-5260368
4 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5260368 The complaint A company, which I’ll refer to as B, complains that Santander UK Plc took the wrong amounts in repayment of its Bounce Back Loan (BBL). What happened In July 2020, B successfully applied for a £39,000 BBL from Santander. BBLs were designed to help businesses g... (2 pages)View decision -
Decision Reference DRN-5257804
4 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5257804 The complaint Miss U had complained about how U K Insurance Limited (UKI) dealt with a claim under a home emergency policy. Miss U is represented on this complaint by Mr U, who I will also sometimes refer to. References to UKI include companies acting on its behalf. What h... (3 pages)View decision -
Decision Reference DRN-5208408
4 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5208408 The complaint Mr H complains that National Westminster Bank Plc charged him a fee for investment advice, then later closed his stocks and shares ISA. He’d like the advice fee returned. What happened Mr H had several bank accounts with NatWest. In July 2023 NatWest issued Mr ... (2 pages)View decision
