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 119923 results
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Decision Reference DRN-4747251
20 Mar 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-4747251 The complaint Mr L complains about how American Express Services Europe Limited (AESEL) came to the decision that his credit card account (“account”) should be closed. What happened On 7 August 2023 AESEL blocked Mr L’s credit card following a review. This review was trigger... (4 pages)View decision -
Decision Reference DRN-5410897
20 Mar 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5410897 The complaint Mrs S and Mr S are complaining about the way Advantage Insurance Company Limited has handled a claim Mr S made on his car insurance policy. Mr S has largely represented both complainants in the handling of the claim and complaint. What happened In December 2023... (3 pages)View decision -
Decision Reference DRN-5393846
20 Mar 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5393846 The complaint H, a micro-enterprise, complains that The National Farmers’ Union Mutual Insurance Society Limited, declined a claim made on their group income protection scheme. What happened H has a ‘Farm Select’ policy which includes cover for their employees for accidents,... (4 pages)View decision -
Decision Reference DRN-5407883
20 Mar 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5407883 The complaint Mr T complains that Barclays Bank UK PLC told him it would adjust the amount it was lending to him, to match the balance of the mortgage being repaid, but that it didn’t do this. Mr T says this has caused him a financial loss and also unnecessary frustration. W... (5 pages)View decision -
Decision Reference DRN-5402123
20 Mar 2025 Harvey & Thompson Limited UpheldConsumer CreditDRN-5402123 The complaint With the help of a professional representative (PR) Miss D complains that Harvey & Thompson Limited trading as H & T Pawnbrokers (H&T) lent to her irresponsibly and created an unfair credit relationship by doing so. For ease, I’ll refer mainly to th... (6 pages)View decision -
Decision Reference DRN-5410908
20 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5410908 The complaint and what happened Mr M complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim he made to it about the failure of a supplier to deliver the dental treatment which he paid for with credit it provided. I’ve included relevant sections of my ... (4 pages)View decision -
Decision Reference DRN-5062853
20 Mar 2025 Mallard Leasing Limited UpheldConsumer CreditDRN-5062853 The complaint Mr C complains about the quality of a used van he acquired through a hire purchase agreement with Mallard Leasing Limited trading as Mallard Finance (‘Mallard’). Mr C says he had issues with the van as soon as he acquired it and so he doesn’t think it is of goo... (4 pages)View decision -
Decision Reference DRN-5292327
20 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5292327 The complaint Mr R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY failed to offer him support when he was spending compulsively and experiencing financial harm. What happened Mr R has a compulsive spending problem which resulted in him gambling in an excess... (3 pages)View decision -
Decision Reference DRN-5411821
20 Mar 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5411821 The complaint Ms M has complained about her let property insurer Great Lakes Insurance SE in relation to a claim she made after police found that her property had been converted to grow cannabis. What happened Ms M was notified in February 2024 that her property had been co... (7 pages)View decision -
Decision Reference DRN-4889565
19 Mar 2025 Nutmeg Saving and Investment Limited UpheldInvestmentsDRN-4889565 The complaint Mr W complains that Nutmeg Saving and Investment Limited (‘Nutmeg’) improperly set up a shares-based junior ISA (‘JISA’) on behalf of his son, Mr B, by firstly failing to invest the deposited funds promptly, and by secondly delaying the return of those funds af... (5 pages)View decision
