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 123701 results
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Decision Reference DRN-5620978
3 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5620978 The complaint Miss W complains on behalf of Mr H about issues they experienced when attempting to make a payment to a credit card with NewDay Ltd trading as John Lewis Credit Card. What happened On 31 October 2024 Miss W telephoned NewDay to make a payment to her John Lewis ... (2 pages)View decision -
Decision Reference DRN-5498428
3 Jul 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5498428 The complaint Mr B complains TSB Bank plc (“TSB”) have placed a late payment marker for his credit card on his credit file and won’t remove it and is unhappy about how his complaint has been handled. What happened Mr B’s holds a credit card account with TSB. The monthly mini... (2 pages)View decision -
Decision Reference DRN-5498692
3 Jul 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5498692 The complaint Miss M complains about a caravan supplied to her using a hire purchase agreement taken out with CA Auto Finance UK Ltd trading as CA Auto Finance UK (“CA Auto”). What happened In March 2024, Miss M acquired a used caravan using a hire purchase agreement with C... (6 pages)View decision -
Decision Reference DRN-5598568
3 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5598568 The complaint Miss Y’s complained about the way Ageas Insurance Limited have handled the claim she made after there was an escape of water at her home. What happened The history of this matter is well known to both parties. So I won’t repeat it all here. But, to summarise,... (3 pages)View decision -
Decision Reference DRN-5491817
3 Jul 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5491817 The complaint Mr S complains that his motor insurance policy provided by Liverpool Victora Insurance Company Limited (LV) isn’t showing on the Motor Insurance Database (MID). He wants this corrected. What happened DVLA contacted and then fined Mr S because it said his car w... (2 pages)View decision -
Decision Reference DRN-5473847
3 Jul 2025 Creation Consumer Finance Ltd UpheldBanking and PaymentsDRN-5473847 The complaint Mr I complains that Creation Consumer Finance Ltd defaulted his account after he’d repaid the balance. What happened Mr I says he called Creation to pay off the account and close it. He says he paid the amount specified, but the following day he was notified a... (2 pages)View decision -
Decision Reference DRN-5660183
3 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5660183 The complaint Miss A complains that Barclays Bank UK plc trading as Tesco Bank (‘Tesco’) caused significant distress to her and her family when processing her request to write off her credit card debt on medical grounds. Miss A seeks compensation. What happened Miss A compla... (2 pages)View decision -
Decision Reference DRN-5477165
3 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5477165 The complaint Ms F complains that the car supplied by BMW Financial Services(GB) Limited trading as BMW Financial Services (“BMW”) wasn’t of satisfactory quality. She says the car was brand new, yet she’s had innumerable technology problems with it since the start. Ms F want... (4 pages)View decision -
Decision Reference DRN-5407665
3 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5407665 The complaint Mr F and Mrs P complain that HSBC UK Bank Plc misadvised them about the exchange rate that would apply when making an international payment, resulting in a financial loss. Mr F had the key interactions with the bank and he has taken the lead on the complaint, s... (7 pages)View decision -
Decision Reference DRN-5593167
3 Jul 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5593167 The complaint Mr W is unhappy with what Royal & Sun Alliance Insurance Limited (RSA) did after he made a claim on his legal expenses insurance policy. What happened In January 2022 Mr W contacted RSA seeking assistance from his legal expenses policy. He wanted to defend ... (3 pages)View decision
