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 392389 results
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Decision Reference DRN-5588894
13 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5588894 The complaint B is a company. It complains through its director (whom I’ll refer to as Ms K) about the way in which National Westminster Bank plc has handled its overdraft. What happened In early 2022 Ms K changed her residential address, which was used for B’s bank accounts... (2 pages)View decision -
Decision Reference DRN-5805189
13 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5805189 The complaint Mrs L complains that a conditional sale agreement with Moneybarn No. 1 Limited, under which a car was supplied to her, was unaffordable for her and that the lending was irresponsible. Mrs L is being represented by a legal adviser. What happened A used car was s... (3 pages)View decision -
Decision Reference DRN-5888604
13 Nov 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5888604 The complaint Mr C complains that Plata Finance Limited lent to him irresponsibly when it made a loan to him. What happened Mr C applied to Plata Finance for a loan to consolidate his debts in July 2023 and it lent him £20,000 under a fixed sum loan agreement. Mr C agreed to... (3 pages)View decision -
Decision Reference DRN-5950079
13 Nov 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5950079 The complaint Mr M complains that Metro Bank PLC (‘Metro’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr M says that he received social media contact from someone I’ll call J in this decision. J said that she was a financial trader who wa... (6 pages)View decision -
Decision Reference DRN-5852072
13 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5852072 The complaint Mr and Mrs B complain about how Aviva Insurance Limited (“Aviva”) handled their home insurance claim. In particular with regards to the alternative accommodation. What happened Mr and Mrs B’s home suffered a flood in January 2024. As a result of the damage, th... (4 pages)View decision -
Decision Reference DRN-5889039
13 Nov 2025 Scotwest Credit Union Limited Not upheldConsumer CreditDRN-5889039 The complaint Miss W is complaining that Scotwest Credit Union Limited acted irresponsibly in lending to her. Miss W’s complaint has been handled by a representative, but, for ease, I’ve written as if we’ve dealt with her directly throughout. What happened Miss W joined Scot... (4 pages)View decision -
Decision Reference DRN-5940208
13 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5940208 The complaint Mr M complains that a car that was supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited wasn’t of satisfactory quality. What happened A new car was supplied to Mr M under a hire purchase agreement with BMW Financial Services ... (3 pages)View decision -
Decision Reference DRN-5950014
13 Nov 2025 Allied Irish Banks Plc Not upheldBanking and PaymentsDRN-5950014 The complaint Mr C complains that Allied Irish Banks Plc (“AIB”) won’t refund the full amount of money he says he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on th... (3 pages)View decision -
Decision Reference DRN-5623809
13 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5623809 The complaint Miss S complains that Santander UK Plc (‘Santander’) won’t refund the money she lost to an investment scam. She’s represented by a firm of solicitors. For simplicity, I’ll refer to Miss S throughout this decision. What happened The background is known to both p... (3 pages)View decision -
Decision Reference DRN-5751254
13 Nov 2025 Tradex Insurance Company PLC Not upheldInsuranceDRN-5751254 The complaint Miss B complains about Tradex Insurance Company PLC’s decision to not deal with a claim she made on her motor insurance policy. What happened Miss B held a motor insurance policy with Tradex. That policy also provided her with cover for driving other cars (DOC)... (2 pages)View decision