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 4777 results
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Decision Reference DRN-4138904
28 Jul 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4138904 The complaint Miss D complains National Westminster Bank Plc has not helped her in a dispute over money she paid using her debit card for a course of dental alignment. Miss D considers she has been the victim of a scam. What happened A considerable amount of evidence has been s... (5 pages)View decision -
Decision Reference DRN-3490040
26 May 2022 Shawbrook Bank Limited Not upheldConsumer CreditDRN-3490040 The complaint Mrs D complains that Shawbrook Bank Limited (“Shawbrook”) has rejected the claim she made under sections 56 and 75 of the Consumer Credit Act 1974 (“the Act”) in relation to a solar panel system she says was misrepresented to her by the supplier. Mrs D is represen... (8 pages)View decision -
Decision Reference DRN-4195508
27 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4195508 Complaint Mr R is unhappy that HSBC UK Bank Plc didn’t do more to help him when he was the victim of a scam. He has brought this complaint with the assistance of a representative, but for simplicity’s sake I’ve referred to Mr R throughout. Background Between late 2019 and mid-2... (6 pages)View decision -
Decision Reference DRN-5620303
12 Jun 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5620303 The complaint Ms L complains about the end of contract damage charges RCI Financial Services Limited (“RCI”) have asked her to pay when she returned a car at the end of a hire purchase agreement. What happened In December 2020, Ms L was supplied with a used car through a hi... (5 pages)View decision -
Decision Reference DRN-2663364
9 Mar 2021 Admiral Insurance Company Limited UpheldInsuranceDRN-2663364 The complaint Mrs G has complained that Admiral Insurance Company Limited (Admiral) has both undervalued her vehicle and imposed a proportional settlement of this valuation following a total loss claim when her van was deemed a write-off after an accident. What happened Mrs G w... (5 pages)View decision -
Decision Reference DRN-2585950
19 Feb 2021 Provident Personal Credit Limited UpheldConsumer CreditDRN-2585950 The complaint Miss F complains that she does not think that Provident Personal Credit Limited, trading as Satsuma, should charge her interest on an approved loan as she was denied the opportunity to cancel that loan. Miss F says that she did not sign or approve the contract at... (5 pages)View decision -
Decision Reference DRN-2669214
10 Mar 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2669214 Complaint Mr T is unhappy that Barclays Bank Plc is holding him liable for a series of transactions he says he didn’t authorise. Background In January and February 2020, a series of transactions were made from Mr T’s account to a gambling account that had been set up in the nam... (6 pages)View decision -
Decision Reference DRN-5995184
15 Jan 2026 Ageas Insurance Limited Not upheldInsuranceDRN-5995184 The complaint Mr G complains about Ageas Insurance Limited’s service after he made a claim on his motor insurance policy. In particular he is concerned that Ageas charged him two separate excesses for what he believes should be a single claim, duplicated a claim which affect... (5 pages)View decision -
Decision Reference DRN-4887123
8 Jul 2024 Watford Insurance Company Europe Limited UpheldInsuranceDRN-4887123 The complaint Mr C complains that Watford Insurance Company Europe Limited mishandled his claim on a commercial vehicle insurance policy. What happened Mr C was a decorator. The subject matter of the claim and the complaint is a van, first registered in about 2013. Mr C acquire... (7 pages)View decision -
Decision Reference DRN-6065654
16 Jan 2026 Equifinance Limited Not upheldMortgagesDRN-6065654 The complaint Mr S complains that Equifinance Limited (Equifinance) should not have issued him a mortgage offer as it was aware of the position in relation to the ownership of the property from the outset. He says that fact that the application subsequently did not proceed f... (5 pages)View decision