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 124111 results
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Decision Reference DRN-5504848
27 Aug 2025 Western Circle Ltd UpheldConsumer CreditDRN-5504848 The complaint Mrs R, through her representative, complains that Western Circle Ltd trading as Cashfloat lent to her when she could not afford it. What happened Mrs R took one loan of £600 from Western Circle in February 2022. There were to be four instalment repayments of ju... (3 pages)View decision -
Decision Reference DRN-5456676
27 Aug 2025 AXA Versicherung Aktiengesellschaft UpheldInsuranceDRN-5456676 The complaint Ms C complains about how AXA Versicherung Aktiengesellschaft (AXA) handled and settled a claim she made following damage to three rugs which she had placed in storage. What happened In November 2000 Ms C arranged to store the contents of her home within a ware... (4 pages)View decision -
Decision Reference DRN-5777368
27 Aug 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5777368 The complaint Mr T complains about charges he was asked to pay by LeasePlan UK Limited (LeasePlan) when he returned a car he had been financing through an agreement with them. What happened I issued my provisional decision on this complaint early this month. An extract from... (4 pages)View decision -
Decision Reference DRN-5570332
27 Aug 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5570332 The complaint Mrs S complains that a car that was supplied to her under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mrs S under a hire purchase agreement with MotoNovo Finance that she signe... (4 pages)View decision -
Decision Reference DRN-5404304
26 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5404304 The complaint Mrs D has complained that Nationwide Building Society won’t refund the money she lost after falling victim to a scam. What happened Mrs D saw an advert on social media for an investment scheme. She enquired, was added to a group chat, and was offered very large... (3 pages)View decision -
Decision Reference DRN-5777176
26 Aug 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5777176 The complaint Mr M is unhappy that TSB Bank plc have reapplied the wrong date to a default. What happened Mr M previously raised a complaint with this service, the resolution of which was the TSB would change the date of default of his account from July 2019 to November 2018... (3 pages)View decision -
Decision Reference DRN-5217390
26 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5217390 The complaint S complains that Barclays Bank UK PLC closed its business account in error and that the compensation it offered for that error is insufficient. What happened S is a partnership and family business. I’ll refer to the partners as Mr and Mrs P. S has banked with B... (2 pages)View decision -
Decision Reference DRN-5755967
26 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5755967 The complaint Mr S complains that Santander UK Plc (‘Santander’) won’t reimburse the money that was lost to a scam. What happened The background is known to both parties. I won’t repeat all the details here. In summary, Mr S says he came across a company (I’ll call ‘K’) when... (5 pages)View decision -
Decision Reference DRN-5777461
26 Aug 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5777461 The complaint Mr and Mrs F complain about the way AXA Insurance UK Plc handled a claim they made on their home insurance policy. What happened The details of this claim are well known to both parties, so below is a summary of key events important to this complaint. Mr and Mrs F... (6 pages)View decision -
Decision Reference DRN-5707929
26 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5707929 The complaint Mr M has complained Nationwide Building Society won’t refund him for transactions he didn’t authorise. What happened In November 2024 on a night out, Mr M had his phone stolen. He’d been using it at the time. There were numerous transactions made using Mr M’s d... (3 pages)View decision
