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 369228 results
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Decision Reference DRN-5289133
19 Jun 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5289133 The complaint Mr B complains Advantage Finance Ltd provided him with an unaffordable credit agreement. What happened Advantage Finance provided Mr B with a hire purchase agreement in May 2018. The capital amount lent was around £9,300 with a total repayable value, including ... (5 pages)View decision -
Decision Reference DRN-5358382
19 Jun 2025 ReAssure Limited Not upheldInsuranceDRN-5358382 The complaint The trustees of the K Trust, Mr K and Mrs S, represented by Mrs H, complain about ReAssure Limited. They’re unhappy with the outcome of a policy review on a reviewable whole of life (RWOL) policy they hold. What happened Mr K and his wife, the late Mrs K, took ... (4 pages)View decision -
Decision Reference DRN-5610570
19 Jun 2025 Santander UK Plc UpheldMortgagesDRN-5610570 The complaint Mr and Mrs S complain that Santander UK PLC failed to comply with the terms of the Debt Respite Scheme (Breathing Space Moratorium and Mental Health Crisis Moratorium) (England and Wales) Regulations 2020 for the following reasons: 1. Santander didn’t apply to... (7 pages)View decision -
Decision Reference DRN-5446533
19 Jun 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5446533 The complaint Mr B complains Clydesdale Bank Plc (trading as Virgin Money), “Virgin”, incorrectly managed his account, refused to refund him for unauthorised transactions, provided poor customer service and closed his account without an explanation. What happened The facts o... (3 pages)View decision -
Decision Reference DRN-5530999
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5530999 The complaint Ms M complains that Bank of Scotland plc did not properly protect her when she made a large number of card payments to a gambling website. The bank trades in this case under its Halifax brand. What happened Between October 2023 and January 2024 Ms M made 199 ca... (2 pages)View decision -
Decision Reference DRN-5569200
19 Jun 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5569200 The complaint Mr G complains about some adverse information recorded with credit reference agencies by BMW Financial Services (GB) Limited trading as Alphera Financial Services. What happened In July 2019, BMW accepted an application for a hire purchase agreement in Mr G’s n... (4 pages)View decision -
Decision Reference DRN-5601921
19 Jun 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5601921 The complaint Mr T’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by rejecting concerns he had about a Timeshare he purchased which was funded under a loan it provided to him.... (5 pages)View decision -
Decision Reference DRN-5448197
19 Jun 2025 Elderbridge Limited Not upheldConsumer CreditDRN-5448197 The complaint Mrs and Mr C’s complaint is, in essence, that Elderbridge Limited (‘Elderbridge’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (the ‘CCA’) and (2) deciding again... (8 pages)View decision -
Decision Reference DRN-5551556
19 Jun 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5551556 The complaint Mrs K complains of poor customer service following contacting the Royal Bank of Scotland Plc (RBS) concerning a blocked payment. And that it refused to pay the promised amount of compensation. What happened In February 2025, Mrs K contacted RBS, as her card had... (2 pages)View decision -
Decision Reference DRN-5616575
19 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5616575 The complaint Miss H complains NewDay Ltd trading as Fluid (“NewDay”) irresponsibly lent to her – she feels the checks weren’t proportionate and the amount of credit provided was too high. What happened In August 2022, Miss H applied for a credit card with NewDay. They prov... (3 pages)View decision
