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 375119 results
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Decision Reference DRN-5645659
27 Aug 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5645659 The complaint Mr Q has complained Metro Bank PLC won’t refund him for gambling transactions he didn’t authorise. What happened Mr Q had held an account with Metro Bank since November 2023. Mr Q has told us that he has mental health issues. He raised numerous fraud disputes c... (2 pages)View decision -
Decision Reference DRN-5592710
27 Aug 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5592710 The complaint Mr P is unhappy that a car supplied to him under a hire purchase agreement with Mercedes- Benz Financial Services UK Limited trading as Mercedes-Benz Finance (‘MBFS’) was of an unsatisfactory quality. What happened The complaint circumstances are well known to... (3 pages)View decision -
Decision Reference DRN-5592370
27 Aug 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5592370 The complaint Mrs E and Mr E complain about The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) and the way the claim made on their home insurance policy was handled and progressed. Mrs E was the main policyholder and so, for ease of reference, I have referr... (4 pages)View decision -
Decision Reference DRN-5626014
27 Aug 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5626014 The complaint Mrs S complains that First Central Underwriting Limited (“First Central”) mishandled her motor insurance. What happened The subject matter of the insurance was a large and powerful car with four-wheel drive, first registered in 2017. Mrs S acquired the car in... (3 pages)View decision -
Decision Reference DRN-5779001
27 Aug 2025 Lendable Ltd UpheldBanking and PaymentsDRN-5779001 The complaint Mr W complains about how Lendable Ltd trading as Zable (‘Zable’) handled a claim he made to it. What happened The parties are familiar with the background details of this case – so I will simply summarise these here briefly. It reflects my informal remit. Mr ... (5 pages)View decision -
Decision Reference DRN-5566257
27 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5566257 The complaint Miss R complains that American Express Services Europe Limited (“Amex”) closed her credit card account without explaining why it had done so, and that it wrongly told her that she could continue to use the car pending closure. What happened On 14 August 2024 Am... (2 pages)View decision -
Decision Reference DRN-5583483
27 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5583483 The complaint Miss P complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application. What happened Miss P applied for an Aqua credit card in March 2024. In her application, Miss P said she was employed with an annual income of £20,... (3 pages)View decision -
Decision Reference DRN-5773497
27 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5773497 The complaint Mr A complains National Westminster Bank Public Limited Company lent to him unfairly when they approved his applications to increase his overdraft limit and failed to adequately monitor his use of the overdraft. What happened Mr A complains about NatWest’s len... (3 pages)View decision -
Decision Reference DRN-5778796
27 Aug 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5778796 The complaint Miss G complains about Royal & Sun Alliance Insurance Limited’s decision to decline a claim under a home insurance policy. Royal & Sun Alliance Insurance Limited (RSA) has been represented on the claim by its agents. All references to RSA include its ag... (4 pages)View decision -
Decision Reference DRN-5775858
27 Aug 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5775858 The complaint Mrs G complains that Barclays Bank UK PLC recorded a default against her personal loan and sold the loan to a third party. What happened I issued a provisional decision setting out what I thought about Mrs G’s complaint. I’ve copied the relevant parts of that p... (4 pages)View decision
