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 370904 results
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Decision Reference DRN-5382596
17 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5382596 The complaint Miss M complains that NewDay Ltd irresponsibly lent to her. What happened Miss M was approved for a credit card (which I will refer to as A in this decision), in November 2021 with a credit limit of £600. I have detailed the credit limit changes below: March 20... (5 pages)View decision -
Decision Reference DRN-5439372
17 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5439372 The complaint Miss L complains that Lloyds Bank Plc hasn’t refunded the money she lost when she fell victim to three different scams. Miss L is represented in this complaint by a solicitor. For simplicity, I will refer to Miss L throughout this decision, even when referenci... (4 pages)View decision -
Decision Reference DRN-5094112
17 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5094112 The complaint Mr M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) have failed to refund the money he lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. I... (2 pages)View decision -
Decision Reference DRN-5205182
17 Apr 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5205182 The complaint Mrs K complained that ReAssure Limited (ReAssure) did not manage her pension funds competently, leading to a significant fall in the value of her benefits. She would like to be compensated for this loss. What happened I have reviewed all the evidence provided... (4 pages)View decision -
Decision Reference DRN-4913222
17 Apr 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4913222 The complaint Miss P is unhappy with the quality of a car supplied by Stellantis Financial Services UK Limited trading as PSA Finance UK using a conditional sale agreement. What happened In September 2022, Miss P entered into a conditional sale agreement with PSA Finance for... (3 pages)View decision -
Decision Reference DRN-5484269
17 Apr 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5484269 The complaint Mr M has complained about his car insurer AXA Insurance Plc. He was initially unhappy about how it had recorded a claim he made and that over a period of time, that record changed. But he’s also become concerned that AXA has actually recorded an erroneous claim... (3 pages)View decision -
Decision Reference DRN-5476384
17 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5476384 The complaint Miss M, who is represented by a third party, complains that Vanquis Bank Limited (‘Vanquis’) irresponsibly granted her a credit card she couldn’t afford to repay. What happened In April 2016 Miss M entered into an agreement with Vanquis to have access to credi... (4 pages)View decision -
Decision Reference DRN-5430300
17 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5430300 The complaint Mrs W is unhappy that HSBC UK Bank Plc deducted a £3,000 temporary credit from account after a dispute she raised against a merchant for that amount wasn’t upheld in her favour. And Mrs W feels that she couldn’t afford for the £3,000 temporary credit to be remo... (3 pages)View decision -
Decision Reference DRN-5492515
17 Apr 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5492515 The complaint Miss L has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In August 2023 Miss L entered into a two-year fixed sum loan agre... (5 pages)View decision -
Decision Reference DRN-5492493
17 Apr 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5492493 The complaint Mr T complains about a car supplied to him using a hire purchase agreement taken out with N.I.I.B. Group Limited trading as Northridge Finance (“Northridge”). What happened In March 2024, Mr T acquired a used car using a hire purchase agreement with Northridge... (4 pages)View decision
