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 380824 results
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Decision Reference DRN-5187290
15 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5187290 The complaint Miss I complains about Barclays Bank UK PLC. She says that she fell victim to a scam and would like Barclays to refund her the £280 she has lost. What happened In March 2024, Miss I was trying to purchase a handbag on a reselling site. The person she was purc... (2 pages)View decision -
Decision Reference DRN-5341303
15 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5341303 The complaint Mr O complains about Monzo Bank Ltd. He is unhappy that Monzo returned £750 to its sender from his account and then closed his account with immediate effect. What happened Mr O says that he had an agreement with an individual to sell some items. On 11 July 20... (2 pages)View decision -
Decision Reference DRN-5370159
15 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5370159 The complaint L complains that Barclays Bank UK PLC mishandled a chargeback claim for defective goods by being too rigid in its application of the time-limit to make such a claim. What happened In September 2023 L purchased some flooring using a debit card it held with Barcl... (3 pages)View decision -
Decision Reference DRN-4783295
15 Aug 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4783295 The complaint Mrs F’s complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under section 140A of the Consumer Cred... (2 pages)View decision -
Decision Reference DRN-5622501
15 Aug 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5622501 The complaint Mr M complains about the end of contract charges in relation to a car that was supplied through a hire agreement with Lex Autolease Ltd trading as Suzuki Contract Hire (LAL). What happened In March 2017, Mr M acquired a new car through a hire agreement with LAL... (6 pages)View decision -
Decision Reference DRN-5344034
15 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5344034 The complaint Mr A complains about the quality of the car supplied to him by Black Horse Limited (“Black Horse”), and the redress paid when the agreement was unwound. What happened Mr A acquired a used car through a hire purchase agreement in September 2024 with Black Horse.... (3 pages)View decision -
Decision Reference DRN-5735294
15 Aug 2025 AWP P&C S.A. UpheldInsuranceDRN-5735294 The complaint Mr K complains AWP P&C S.A. (“AWP”) has unfairly declined his claim on his motor warranty policy. He says this has caused him a great deal of distress and inconvenience. All references to AWP include its agents. What happened Mr K bought a car in July 2019.... (3 pages)View decision -
Decision Reference DRN-5544179
15 Aug 2025 Sainsbury's Bank Plc Not upheldInsuranceDRN-5544179 The complaint Mr and Mrs W complain about the actions of Sainsbury's Bank Plc (Sainsbury's) in its handling of their home insurance policy, after their policy was treated as if it never existed. Although Mr and Mrs W are both party to the complaint, for ease of ref... (2 pages)View decision -
Decision Reference DRN-4672221
15 Aug 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-4672221 The complaint Mr and Mrs W’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (15 pages)View decision -
Decision Reference DRN-4489253
15 Aug 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4489253 The complaint Mr L’s complaint is, in essence, that Clydesdale Financial Services trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint On 9 April 2011, Mr... (9 pages)View decision
