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 375868 results
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Decision Reference DRN-5737845
3 Sep 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5737845 The complaint Mr H is unhappy the service that he received from Creation Consumer Finance Ltd. What happened Mr H ordered an item from a merchant and arranged for it to be paid in an instalment plan to be administered by Creation. A credit agreement was set in place between ... (3 pages)View decision -
Decision Reference DRN-5535538
3 Sep 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5535538 The complaint Miss A complains that Admiral Financial Services Limited trading as Admiral Money (“Admiral”) irresponsibly provided her with a loan and didn’t conduct sufficient affordability checks whilst she was struggling financially. What happened Admiral provided Miss A... (4 pages)View decision -
Decision Reference DRN-5766851
3 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5766851 The complaint Mr K complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY dealt with his request to transfer a joint mortgage into his sole name. What happened Mr K and his partner took out a joint mortgage with NatWest in 2023. They also took out a help to buy... (3 pages)View decision -
Decision Reference DRN-5775845
3 Sep 2025 Post Office Management Services Limited Not upheldInsuranceDRN-5775845 The complaint Mr and Mrs S complain about how Post Office Management Services Limited (POMSL) handled a call in relation to their travel insurance policy. Reference to POMSL includes its agents. Mrs S has led the correspondence in relation to this matter so, for ease of refe... (3 pages)View decision -
Decision Reference DRN-5747124
3 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5747124 The complaint Mr A has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) applied a charge to process a foreign cheque, before the proceeds of the cheque were deposited into his account. What happened Mr A paid a US Dollar cheque into his NatWest ac... (2 pages)View decision -
Decision Reference DRN-5192488
3 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5192488 The complaint Mr M complains that Revolut Ltd failed to protect him when he fell victim to a scam and that it hasn’t reimbursed his loss since that scam was reported. What happened As the details of this complaint are well-known to both parties, I’ll only summarise the backg... (4 pages)View decision -
Decision Reference DRN-5793004
3 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5793004 The complaint Mr B complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NW’) handled a dispute he raised with it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my ro... (6 pages)View decision -
Decision Reference DRN-5778805
3 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5778805 The complaint Ms N complains Barclays Bank UK PLC won’t refund the full amount of money she lost to a scam. What happened Our investigator didn’t uphold the complaint. He didn’t think any of the payments looked suspicious such that Barclays ought to have made additional chec... (2 pages)View decision -
Decision Reference DRN-5257719
3 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5257719 The complaint Mr I complains that a car acquired under a hire purchase agreement with Black Horse Limited trading as Black Horse (Black Horse) wasn’t of satisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will bri... (2 pages)View decision -
Decision Reference DRN-5793632
3 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5793632 The complaint Mr T is unhappy that Barclays Bank UK PLC won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr T came across a travel company online and wanted ... (2 pages)View decision
