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 123872 results
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Decision Reference DRN-5712332
24 Jul 2025 Aviva Insurance Limited UpheldInsuranceDRN-5712332 The complaint Mr J complained that Aviva Insurance Limited (“Aviva”) unfairly declined to cover his claim For the theft of money, watches, and jewellery from his car, under his home contents insurance policy. Mr J is represented by Ms M. But I’ll refer to Mr J in my decisio... (5 pages)View decision -
Decision Reference DRN-5712431
24 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5712431 The complaint Mrs W complains that NewDay Ltd have irresponsibly lent to her. What happened Mrs W was approved for a NewDay branded credit card in January 2020 (which I will refer to as A in this decision). A was approved with a £900 credit limit. I have detailed the credit ... (5 pages)View decision -
Decision Reference DRN-5707717
24 Jul 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5707717 The complaint Mr A complains that a car supplied to him under a hire agreement with Volkswagen Financial Services (UK) trading as Audi Financial Services (VWFS) was of unsatisfactory quality. When I refer to what Mr A or VWFS have said or done, it should also be taken to in... (6 pages)View decision -
Decision Reference DRN-5492000
24 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5492000 The complaint Miss D complains that National Westminster Bank PLC (NatWest) lent to her irresponsibly as she could not afford the repayments on the loans. What happened Miss D took three loans with NatWest and the table summarises the lending. Loan Date Loan amount Loan term... (3 pages)View decision -
Decision Reference DRN-5340818
24 Jul 2025 National House-Building Council UpheldInsuranceDRN-5340818 The complaint Mr and Mrs S complain National House Building Council’s (NHBC) handling of their building warranty claim has caused them loss and distress. Mr and Mrs S are both complainants, but as Mr S has been the main correspondent and for ease of reading, I’ve generally ... (7 pages)View decision -
Decision Reference DRN-5709902
24 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5709902 The complaint Mr R complains that Bank of Scotland plc, trading as Intelligent Finance, won’t reimburse him for all of the payments he made to a scam. Mr R’s complaint is brought by a professional representative but for ease I will refer only to Mr R in this decision. What... (4 pages)View decision -
Decision Reference DRN-5711465
24 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5711465 The complaint Mr B complains Barclays Bank UK PLC allowed him to spend more money than he had. What happened Barclays had an IT outage, and Mr B was able to spend more money than was in his account. Mr B complained to Barclays and spoke to it over the phone where he was of... (4 pages)View decision -
Decision Reference DRN-5512429
24 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5512429 The complaint Mrs H complains that HSBC UK Bank Plc, trading as first direct bank, won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In late 2021, Mrs H was looking to purchase a motorhome and started speaking to a dealer. S... (4 pages)View decision -
Decision Reference DRN-5122768
24 Jul 2025 Embark Investment Services Limited UpheldInvestmentsDRN-5122768 The complaint Mrs P complains that Embark Investment Services Limited trading as Scottish Widows platform merged two of her Individual Savings Accounts (ISAs). What happened In early 2022 Mrs P saw that her two ISAs had been merged into one account without prior notice. Scot... (2 pages)View decision -
Decision Reference DRN-5709932
24 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5709932 The complaint Mr N complains that a payment to a third-party building society was due to be taken from his account with Monzo Bank Ltd despite not having mortgage account with the building society. He says the payment would’ve been taken had he not seen and cancelled it. Mr ... (3 pages)View decision
