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-5521226
2 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5521226 The complaint Mr R complains about his overdraft with The Royal Bank of Scotland Plc. What happened In 2008, Mr R opened a current account with RBS; in 2021, he successfully applied for an overdraft and was granted a limit of £10,000. Some years later, Mr R complained to R... (3 pages)View decision -
Decision Reference DRN-5713763
2 Sep 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5713763 The complaint Mr G complains that a car that was supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited, trading as BMW Financial Services, wasn’t of satisfactory quality. What happened A new car was supplied to Mr G under a hire purchase ag... (3 pages)View decision -
Decision Reference DRN-5306628
2 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5306628 The complaint Ms H complains that Wise Payments Limited (‘Wise’) declined to refund her approximately £1,500 which she lost as a result of a scam. What happened The details of this complaint are well-known to both parties, so I will not go into every detail of what happened ... (4 pages)View decision -
Decision Reference DRN-5792827
2 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5792827 The complaint Miss H believes NewDay Ltd trading as Aqua acted irresponsibly when it approved her credit card application and later increased the credit limit. What happened In August 2018 Miss H applied for a credit card with NewDay. This application was approved with an in... (9 pages)View decision -
Decision Reference DRN-5516588
2 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5516588 The complaint Miss P is unhappy with the quality of a car supplied by Moneybarn No. 1 Limited using a conditional sale agreement. What happened On June 2022 Miss P entered into a conditional sale agreement with Moneybarn for a used car. The car was around nine years old and... (3 pages)View decision -
Decision Reference DRN-5792781
2 Sep 2025 Halifax Share Dealing Limited Not upheldInvestmentsDRN-5792781 The complaint The estate of Mrs K complains that Halifax Share Dealing Limited trading as IWeb Share Dealing (‘IWeb’) delayed processing their instructions to sell the underlying investments held within her portfolio. Mr K is acting as the estate’s representative and he’d no... (4 pages)View decision -
Decision Reference DRN-5665966
2 Sep 2025 Propensio Finance Limited UpheldConsumer CreditDRN-5665966 The complaint Miss C complains about the outcome of a claim she made under s.75 of the Consumer Credit Act 1974 (CCA) to Propensio Finance Limited (Propensio). What happened In July 2021, Miss C purchased spray foam insulation from a company I’ll call ‘W’. Miss C paid a £100... (4 pages)View decision -
Decision Reference DRN-5695421
2 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5695421 The complaint Mrs O complains that Shop Direct Finance Company Limited, trading as very, lent to her irresponsibly when they provided her with a running credit account. What happened In December 2021, Mrs O was provided with a credit account by Shop Direct with an initial c... (3 pages)View decision -
Decision Reference DRN-5791968
2 Sep 2025 Fairmead Insurance Limited UpheldInsuranceDRN-5791968 The complaint Mr G complains Fairmead Insurance Limited (“Fairmead”) has failed to fully settle his claim for damage under his property insurance policy. He says Fairmead is unfairly directing him to make a new claim instead of carrying out repairs as part of his previous cl... (5 pages)View decision -
Decision Reference DRN-5793444
2 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5793444 The complaint Mr B complains that Barclays Bank UK PLC (‘Barclays’) declined to refund him £5,250 which he lost as a result of a scam. What happened In August 2025, I wrote to both parties to outline my initial thoughts on this dispute. The following is an extract from my pr... (5 pages)View decision
