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 130332 results
-
Decision Reference DRN-6023682
25 Feb 2026 Go Car Credit Limited UpheldConsumer CreditDRN-6023682 The complaint Mr A complains about a misfunctioning payment reminder device in the car he was supplied by Go Car Credit Limited (“GCC”). What happened Mr A was supplied with a car on a hire purchase agreement with GCC in June 2024. Included in the car was a device which when... (2 pages)View decision -
Decision Reference DRN-6151658
25 Feb 2026 Oakleafe Group Limited UpheldInsuranceDRN-6151658 The complaint Mr and Mrs F complain about the service provided by Oakleafe Group Ltd in its role as a loss assessor for a claim they made under their home insurance policy. What happened In 2022, Mr and Mrs F’s property was damaged by a fire in a neighbouring property. They... (3 pages)View decision -
Decision Reference DRN-6179602
25 Feb 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6179602 The complaint Mr R complains that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) can’t tell him what transactions he included in his credit card instalment plan. He’d like to ensure he hasn’t overpaid. What happened Mr R set up instalment plans on his credit card ac... (3 pages)View decision -
Decision Reference DRN-5913900
25 Feb 2026 Barclays Bank Plc UpheldBanking and PaymentsDRN-5913900 The complaint M, a limited company, has complained Barclays Bank PLC won’t refund them after a disputed credit card transaction. What happened Mrs F is a director of M and holds a commercial credit card provided by Barclaycard Commercial. I will refer to both M and Mrs F thr... (3 pages)View decision -
Decision Reference DRN-6143884
25 Feb 2026 Zopa Bank Limited UpheldConsumer CreditDRN-6143884 The complaint Miss E complains that Zopa Limited and Zopa Bank Limited (“Zopa””) provided credit to her irresponsibly and that this credit was unaffordable. What happened In August 2021 Miss E received a loan from Zopa Limited (“loan one”). It was for £4,500; for a 48-month... (4 pages)View decision -
Decision Reference DRN-6172321
25 Feb 2026 Kroo Bank Ltd UpheldBanking and PaymentsDRN-6172321 The complaint Mrs E complains Kroo Bank Ltd (“Kroo”) hasn’t refunded funds she lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key details here. Mrs E made several payments towards wh... (4 pages)View decision -
Decision Reference DRN-5978079
25 Feb 2026 Advantage Insurance Company Limited UpheldInsuranceDRN-5978079 The complaint Mr L complains that Advantage Insurance Company Limited (“Advantage”) mishandled a claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a small multi-purpose vehicle first registered in July 201... (4 pages)View decision -
Decision Reference DRN-6176882
25 Feb 2026 Tandem Motor Finance Limited UpheldConsumer CreditDRN-6176882 The complaint Mr A is unhappy that a car supplied to him under a hire purchase agreement with Tandem Motor Finance Limited (Tandem) was of unsatisfactory quality. When I refer to what Mr A or Tandem have said or done, it should also be taken to include things said or done o... (6 pages)View decision -
Decision Reference DRN-6180482
25 Feb 2026 Metro Bank PLC UpheldBanking and PaymentsDRN-6180482 The complaint Ms Z is being represented by a friend. She’s complaining about Metro Bank PLC because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms Z says she lost money to a cruel scam. In making her complaint she’s referred to a series of... (7 pages)View decision -
Decision Reference DRN-6062649
25 Feb 2026 Astrenska Insurance Limited UpheldInsuranceDRN-6062649 The complaint Mr M is unhappy that Astrenska Insurance Limited trading as Collinson Insurance didn’t settle in full a claim for theft under his contents insurance policy. What happened In December 2024 Mr M made a claim to Astrenska after his home was burgled. The main thin... (2 pages)View decision