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 4037 results
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Decision Reference DRN8334681
11 Jul 2017 Barclays Bank Plc UpheldInvestment and pensionsMr and Mrs G say they accepted a redress offer from Barclays Bank Plc but it then sent her a higher offer which it later withdrew. They don’t believe the first offer can be correct as it ignores some of the factors taken into account in the later one. They wa... (9 pages)View decision -
Decision Reference DRN-3611802
7 Dec 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3611802 The complaint Mr K complains that Santander UK Plc won’t refund transactions he says he did not make and does not recognise. What happened Mr K is disputing fourteen transactions that were debited from his Santander accounts. At the end of October 2020, seven third party paymen... (6 pages)View decision -
Decision Reference DRN-4956797
2 Jan 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-4956797 The complaint Ms F complains about a car acquired through a Hire Purchase agreement with MotoNovo Finance Limited (‘Motonovo’). Ms F had problems with the car and says the car isn’t of satisfactory quality. What happened Ms F acquired the vehicle in July 2023. When it was s... (5 pages)View decision -
Decision Reference DRN-4383573
2 Nov 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4383573 The complaint Mr C complains about Creation Consumer Finance Ltd’s decision to decline his claim for compensation, under section 75 of the Consumer Credit Act 1974, about a pair of fitted bookcases. What happened In April 2022 Mr C ordered two bespoke fitted bookcases from a th... (3 pages)View decision -
Decision Reference DRN-1713342
3 Apr 2020 One Insurance Limited UpheldInsuranceDRN-1713342 The complaintMr T complains that One Insurance Limited rejected a claim he made under his motor insurance policy. What happenedMr T advertised his car for sale and met with a potential buyer. Unfortunately the “buyer” stole Mr T’s car during a test drive. Mr T has provided us w... (4 pages)View decision -
Decision Reference DRN-1928810
16 Oct 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1928810 The complaint Mr K complains that National Westminster Bank Plc has unfairly recorded a marker at CIFAS, the national fraud database. What happened Mr K opened an account with NatWest in August 2018. NatWest told Mr K it would be closing the account in September 2018. He later ... (3 pages)View decision -
Decision Reference DRN0563952
24 Mar 2017 National Westminster Bank Plc Not upheldBanking and creditMiss F complains that National Westminster Bank Plc (NatWest) won’t refund her money for numerous card transactions on her account which she says she didn’t make or authorise. backgroundMiss F is disputing numerous withdrawals from her account in October 2016, totall... (3 pages)View decision -
Decision Reference DRN0884011
29 Jan 2020 Santander UK Plc UpheldBanking and creditMr M complains about Santander UK Plc allowing him to open a two year fixed rate bond without taking into consideration that he had learning difficulties and how they then refused to allow him to close the bond without incurring a penalty.backgroundMr M went into a branch of Santander to c... (3 pages)View decision -
Decision Reference DRN-2725787
2 Jun 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2725787 The complaint Ms M complains that Lloyds Bank PLC (Lloyds) won’t refund £75,000 she lost when she was the victim of a scam. What happened What Ms M says Ms M says she received an insurance payment of £150,778.75 on 1 October 2018 following a cancer diagnosis. The insurer wasn’t... (4 pages)View decision -
Decision Reference DRN5795553
5 Aug 2016 Hyundai Capital UK Limited UpheldBanking and creditMrs Q complains that the car she got from Hyundai Capital UK Limited (trading as Kia Motors Finance) on a conditional sale agreement was not of satisfactory quality.backgroundMrs Q got the new car in April 2015. In October 2015 she wrote to Kia Motors Finance asking f... (5 pages)View decision
