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 121876 results
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Decision Reference DRN-5551950
12 May 2025 Creation Financial Services Limited UpheldBanking and PaymentsDRN-5551950 The complaint Mr P complains that Creation Financial Services Limited (“Creation”) failed to uphold his claim under Section 75 Consumer Credit Act 1975 (“s.75”) in full. Mrs P has represented her husband in making this claim, but for ease of reference I will refer to him alone ... (6 pages)View decision -
Decision Reference DRN-5506195
12 May 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5506195 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (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 (2)... (26 pages)View decision -
Decision Reference DRN-5051757
12 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5051757 The complaint Mrs C complains that National Westminster Bank Plc didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complain... (4 pages)View decision -
Decision Reference DRN-5482291
12 May 2025 Ageas Insurance Limited UpheldInsuranceDRN-5482291 The complaint Mrs B and Mr M complain that Ageas Insurance Limited declined their claim made on their motor insurance policy. Mr M is a named driver on Mrs B’s policy. What happened Mr M was driving the car when warning lights came on and he saw smoke and flames coming from... (3 pages)View decision -
Decision Reference DRN-5551845
12 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5551845 The complaint In summary, Mr M complains that NewDay Ltd, irresponsibly provided him with two credit cards he says he couldn’t afford. He also says it shouldn’t have allowed him to make payments to certain merchants, because they were gambling transactions. He asks for compe... (7 pages)View decision -
Decision Reference DRN-5552313
12 May 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5552313 The complaint Mr K complains that NewDay Ltd irresponsibly lent to him. What happened Mr K was approved for a NewDay branded credit card (which I will refer to as A in this decision), in January 2011 with a credit limit of £500. I have detailed the credit limit changes below... (7 pages)View decision -
Decision Reference DRN-5523128
12 May 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5523128 The complaint Mr K and Ms M complain about Lloyds Bank General Insurance Limited’s (‘Lloyds’) handling of their home insurance claim. References to Lloyds include its agents. What happened In January 2024 Mr K and Ms M’s home suffered damage from a flood, so they contacted... (5 pages)View decision -
Decision Reference DRN-5503323
12 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5503323 The complaint Ms K and Mr H complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) failed to notify them that it had not paid a regular payment from their savings account due to insufficient funds. They also complain about NatWest’s poor service and that ... (6 pages)View decision -
Decision Reference DRN-5489727
12 May 2025 Hastings Insurance Services Limited UpheldInsuranceDRN-5489727 The complaint Mr W complains that Hastings Insurance Services Limited (Hastings) delayed the closure of a claim he’d made against his car insurance policy, and this caused him both distress and inconvenience. What happened The events which led up to this complaint are well ... (3 pages)View decision -
Decision Reference DRN-5551933
12 May 2025 Santander UK Plc UpheldMortgagesDRN-5551933 The complaint This complaint is about a mortgage Mrs L and Mr Y hold with Santander UK Plc. The core of the complaint arises from how Santander handled a request Mrs L and Mr Y made to put the mortgage on a new fixed rate deal and to borrow more money. The new lending was co... (4 pages)View decision
