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 121479 results
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Decision Reference DRN-5256301
27 Jan 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5256301 The complaint Mr F complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr F applied for a credit card with Aqua in January 2018. In his application, Mr F said he was em... (3 pages)View decision -
Decision Reference DRN-5186065
27 Jan 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5186065 The complaint Ms M complains that the car she acquired through Stellantis Financial Services UK Limited t/a PSA (“SFS”) wasn’t of satisfactory quality. She says there’s been a number of faults from the day the car was purchased, and this has affected her family and caused di... (4 pages)View decision -
Decision Reference DRN-5279563
27 Jan 2025 UBS AG UpheldMortgagesDRN-5279563 The complaint Mrs K complains about costs applied by UBS AG to her mortgage. Mrs K is represented by a firm of solicitors that I’ll refer to as “M”. What happened Mrs K took out a mortgage with UBS in 2014. The mortgage was on an interest only basis and the funds were drawn ... (9 pages)View decision -
Decision Reference DRN-5289417
27 Jan 2025 Western Circle Ltd UpheldConsumer CreditDRN-5289417 The complaint Mr O complains Western Circle Ltd trading as Cashfloat (“Cashfloat”), unfairly recorded adverse information on his credit file. What happened Mr O took a short-term loan via Cashfloat, with repayments to be collected by Continuous Payment Authority each month.... (3 pages)View decision -
Decision Reference DRN-5287031
27 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5287031 The complaint X complains that she suffered a currency exchange rate loss because of the way Nationwide Building Society handled the international payment she made to a relative abroad. What happened In December 2024, I issued my provisional decision on this complaint. I wan... (5 pages)View decision -
Decision Reference DRN-5141713
27 Jan 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5141713 The complaint Miss Y complains that Nationwide Building Society rejected her claim under section 75 Consumer Credit Act 1974 in respect of a timeshare product. What happened On 19 September 2023 (‘the Time of Sale’) while on holiday abroad Miss Y and her partner attended a pres... (3 pages)View decision -
Decision Reference DRN-5287417
27 Jan 2025 Aldermore Bank Plc UpheldConsumer CreditDRN-5287417 The complaint Mrs B has complained about the way Aldermore Bank PLC responded to claims she’d made under section 56 (“s.56”) and in relation to an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act 1974 (the “CCA”). Mrs B has b... (4 pages)View decision -
Decision Reference DRN-5167454
27 Jan 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5167454 The complaint Mr B complains that the car he acquired financed through a conditional sale agreement with Santander Consumer (UK) Plc wasn’t of satisfactory quality. What happened In August 2022 Mr B acquired a used car financed through a conditional sale agreement with Santa... (4 pages)View decision -
Decision Reference DRN-5267204
27 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5267204 The complaint Miss D complains Barclays Bank UK PLC treated her unfairly when it recorded a marker against her at Cifas, a fraud database. What happened I issued my provisional decision on this complaint, setting out what I intended to decide and why. I invited both parties... (4 pages)View decision -
Decision Reference DRN-5246220
27 Jan 2025 Vitality Health Limited UpheldInsuranceDRN-5246220 The complaint Mrs T complains about Vitality Health Limited’s decision to turn down her claim for physiotherapy under her private medical insurance cover. What happened Mrs T held private medical insurance cover with Vitality. In December 2022, Mrs T asked Vitality to autho... (2 pages)View decision
