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 381082 results
-
Decision Reference DRN-5498098
4 Aug 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5498098 The complaint Mr G complains that Fairscore Ltd trading as Updraft was irresponsible in its lending to him. What happened Mr G was provided with three loans by Updraft the details of which are set out below. LoanDate Amount Term Monthly repayments 1 September 2022 £8,00060 m... (4 pages)View decision -
Decision Reference DRN-5707955
4 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5707955 The complaint A company which I’ll call ‘N’ complains that Barclays Bank UK Plc won’t reimburse the money it lost as a result of fraudulent transactions from its account. The complaint is brought on N’s behalf by its director, Mr R. What happened Both parties are aware of ... (5 pages)View decision -
Decision Reference DRN-5733635
4 Aug 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5733635 The complaint Mrs H complains that Santander Consumer (UK) Plc irresponsibly gave her a conditional sale agreement she couldn’t afford to repay. What happened In August 2021, Mrs H acquired a used car financed by a conditional sale agreement from Santander. The cash price of... (3 pages)View decision -
Decision Reference DRN-5284575
4 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5284575 The complaint Mr S complains that National Westminster Bank Public Limited Company (NatWest) failed to sufficiently intervene causing him to fall victim to an authorised push payment (APP) investment scam. What happened The details of this complaint are well known to both p... (3 pages)View decision -
Decision Reference DRN-5729093
4 Aug 2025 Arch Insurance (UK) Limited Not upheldInsuranceDRN-5729093 The complaint Mr C complains because Arch Insurance (UK) Limited hasn’t paid his travel insurance claim. All references to Arch include the medical assistance company appointed to handle claims and complaints on its behalf. Mr C’s complaint has been brought to us by a repres... (3 pages)View decision -
Decision Reference DRN-5156424
4 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5156424 The complaint Mr P has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money he lost after falling victim to a scam. What happened In 2023, Mr P matched with someone on a dating service, who unfortunately turned out to be a scammer... (2 pages)View decision -
Decision Reference DRN-5709567
4 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5709567 The complaint Mr S complains about the service provided by NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY. What happened The details of this complaint are well known to both parties, so I won’t repeat them all again here. Instead, I’ll provide a summary and will focus on ... (3 pages)View decision -
Decision Reference DRN-5634738
4 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5634738 The complaint Miss V complains that Volkswagen Financial Services (UK) Limited , trading as Audi Financial Services (AFS) unfairly noted missed payments on her credit file. She would like this information removed and compensation for the distress and inconvenience. What hap... (2 pages)View decision -
Decision Reference DRN-5634336
4 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5634336 The complaint Mr Y is unhappy that Monzo Bank Ltd didn’t reimburse him after he said he’d been the victim of a scam. What happened Mr Y had a current account with an overdraft facility with Monzo. He also had a Monzo ‘flex’ credit facility. In December 2023 Mr Y contacted ... (7 pages)View decision -
Decision Reference DRN-5705581
4 Aug 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5705581 The complaint Mr M complains that Haven Insurance Company Limited (Haven) settled a claim on his commercial vehicle motor insurance policy unfairly. He says he is out of pocket as a result. An associate of Mr M’s has helped him to bring this complaint. But, for ease of readi... (4 pages)View decision
