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 370149 results
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Decision Reference DRN-5359581
3 Mar 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5359581 The complaint Mr P complains that Tesco Personal Finance PLC trading as Tesco Bank lent to him irresponsibly. What happened On 25 February 2014, Mr P applied for – and was granted – a loan for £11,000 from Tesco. It was to be repaid in 60 monthly instalments of £235.63. The ... (3 pages)View decision -
Decision Reference DRN-5303165
3 Mar 2025 Atom Bank PLC Not upheldBanking and PaymentsDRN-5303165 The complaint Mr W complains that Atom Bank PLC do not permit direct transfers between savings accounts held with it causing inconvenience and a potential breach of regulations. What happened Mr W holds two savings accounts with Atom Bank and wished to transfer funds from on... (2 pages)View decision -
Decision Reference DRN-5038452
3 Mar 2025 PayrNet Limited Not upheldBanking and PaymentsDRN-5038452 The complaint A limited company, B, complains that PayrNet Limited (as the recipient account provider) didn’t do enough to prevent the loss it suffered when it fell victim to what is says was a scam. Mr M (B’s director) brings the complaint on its behalf and has used a repr... (3 pages)View decision -
Decision Reference DRN-5356132
3 Mar 2025 Lendable Ltd Not upheldConsumer CreditDRN-5356132 Complaint Ms J has complained about a loan Lendable Ltd (“Lendable”) provided to her. She says that Lendable didn’t do enough background investigations to ensure that the loan was affordable for her. Background Lendable provided Ms J with a loan for £7,000.00 in January 201... (3 pages)View decision -
Decision Reference DRN-5359456
3 Mar 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5359456 Complaint Mr M complains that Startline Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said he shouldn’t have been lent to given his previous credit history. Background In September 2017, SMF provided Mr M with finance for a us... (3 pages)View decision -
Decision Reference DRN-5360725
3 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5360725 Complaint Mrs B has complained about the overdraft charges National Westminster Bank Plc (“NatWest”) applied to her current account. She’s said the charges were applied unfairly as she was allowed to use her overdraft for a prolonged period and even when it was clear that sh... (3 pages)View decision -
Decision Reference DRN-5119383
3 Mar 2025 Black Horse Limited Not upheldConsumer CreditDRN-5119383 Complaint Mr V complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with him. He’s said that the finance was unaffordable which resulted in him getting behind on his priority bills and he was never able to recover financially. ... (4 pages)View decision -
Decision Reference DRN-5317324
2 Mar 2025 Avantia Insurance Limited Not upheldInsuranceDRN-5317324 The complaint Mr W complains that Avantia Insurance Limited (“Avantia”) took a renewal payment without his permission, for a policy he didn’t wish to renew. What happened In March 2022 Mr W took out a Homeprotect policy online with Avantia. On 21 March 2023 he renewed the po... (3 pages)View decision -
Decision Reference DRN-5330668
2 Mar 2025 Tesco Underwriting Limited Not upheldInsuranceDRN-5330668 The complaint Miss W complains about Tesco Underwriting Limited’s (“Tesco”) handling of her claim including the standard of repairs to repair a damaged fence, under her home buildings insurance policy. What happened A third-party drove into a fence that forms the boundary at... (3 pages)View decision -
Decision Reference DRN-5330675
2 Mar 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5330675 The complaint Mr and Mrs N complain that AXA Insurance UK Plc (“AXA”) unfairly declined their claim for storm damage, under their home buildings insurance policy. I’ll refer to Mrs N in my decision. What happened A bedroom ceiling in Mrs N’s home collapsed on 9 January 2024.... (3 pages)View decision
