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 121478 results
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Decision Reference DRN-4354775
11 Oct 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4354775 The complaint Mr R has complained about the service he received from Advantage Insurance Company Limited under his motor policy following an accident with his car. He specifically complained about the delay in providing a courtesy car. What happened Mr R was involved in acciden... (2 pages)View decision -
Decision Reference DRN-4370050
11 Oct 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4370050 The complaint Mr W says Barclays Bank UK PLC, trading as Barclaycard, irresponsibly lent to him. What happened Barclaycard provided Mr W with a credit card with a limit of £400 in February 2022. The account was a credit builder card and the limit could not be increased in the f... (2 pages)View decision -
Decision Reference DRN-4312905
11 Oct 2023 PrePay Technologies Limited UpheldBanking and PaymentsDRN-4312905 The complaint Mrs A complains that PrePay Technologies Limited (PrePay) won’t refund £300 she says wasn’t dispensed by an ATM. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat them all again here in detail. But I will provide a... (3 pages)View decision -
Decision Reference DRN-4394489
11 Oct 2023 Revolut Ltd UpheldBanking and PaymentsDRN-4394489 The complaint Mr C complains that Revolut Ltd blocked his account and took too long to return funds held in the account back to him. He’s also unhappy about the way Revolut handled things. He says this caused him financial losses and upset. He wants Revolut to pay him compensat... (8 pages)View decision -
Decision Reference DRN-4394266
11 Oct 2023 Madison CF UK Limited UpheldConsumer CreditDRN-4394266 Complaint Ms S has complained about a personal loan Madison CF UK Limited (trading as “118 118 Money”) provided to her. She says the loan was unaffordable and was therefore irresponsibly lent to her. Background 118 118 Money provided Ms S with a loan for £5,000.00 in May 2021. ... (4 pages)View decision -
Decision Reference DRN-4261304
11 Oct 2023 Advantage Insurance Company Limited UpheldInsuranceDRN-4261304 The complaint Miss G complains about how Advantage Insurance Company Limited (“Advantage”) declined a claim for the theft of her car under her motor insurance policy. What happened Miss G had a motor insurance policy with Advantage covering her car. Her car was stolen from outs... (3 pages)View decision -
Decision Reference DRN-4394159
11 Oct 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4394159 The complaint Mr E complains National Westminster Bank Plc failed to treat him fairly regarding debt owed on his overdraft and a personal loan when they closed his accounts. He says they refused to discuss reasonable ways forward to repay what he owed, sent him contradictory in... (3 pages)View decision -
Decision Reference DRN-4394165
11 Oct 2023 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4394165 The complaint Mr M is complaining about Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (MBFS). He says they shouldn’t have lent to him because the repayments weren’t affordable for him. What happened In September 2016, Mr M took out a hire purchase... (4 pages)View decision -
Decision Reference DRN-4217168
11 Oct 2023 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4217168 The complaint Mr G complains that a car he acquired through a Conditional Sale Agreement with Santander Consumer (UK) plc trading as Santander Consumer Finance (SCF) wasn’t fit for purpose He would like to return the car or be refunded for repair costs incurred. What happened T... (2 pages)View decision -
Decision Reference DRN-4297858
11 Oct 2023 Co-op Funeral Plans Limited UpheldFuneral Planning ServicesDRN-4297858 The complaint Mrs M complains that Co-op Funeral Plans Limited sent plan documentation to her address when it should have been sent to her attorney’s. Mrs M is represented by her daughter and attorney, Mrs F. What happened Mrs M lives in a care home. She has dementia and lacks ... (3 pages)View decision
