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 363152 results
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Decision Reference DRN-4557044
26 Mar 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-4557044 The complaint Mr R’s complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (‘BPF’), acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (‘CCA’). What happened ... (2 pages)View decision -
Decision Reference DRN-5362699
26 Mar 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5362699 The complaint Mrs B and Mr B complain about the way Advantage Insurance Company Limited (‘Advantage’) handled a claim they made on their motor insurance policy. Mrs B has acted as the main representative during the claim and complaint process. So, for ease of reference, I w... (3 pages)View decision -
Decision Reference DRN-5428515
26 Mar 2025 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-5428515 The complaint Mrs D complains about Bank of Ireland (UK) Plc (BOI) when she found herself unable to make a withdrawal. This caused inconvenience and anxiety. What happened After opening an online account with BOI in April 2024 and paying into it several times, Mrs D attempt... (3 pages)View decision -
Decision Reference DRN-5428127
26 Mar 2025 HSBC UK Bank Plc UpheldConsumer CreditDRN-5428127 The complaint Mrs G complains that HSBC UK Bank Plc (HSBC) lent irresponsibly to her when she was a victim of an investment scam. What happened Mrs G fell victim to an investment scam in late 2023. As part of the scam, Mrs G was persuaded she needed to show her financial com... (5 pages)View decision -
Decision Reference DRN-5322616
26 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5322616 The complaint Ms B complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Ms B applied for a Vanquis credit card in April 2020. In her application, Ms B said she was a student w... (3 pages)View decision -
Decision Reference DRN-5368491
26 Mar 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5368491 The complaint Mr M complains that MotoNovo Finance Limited gave him a loan to finance the purchase of a car when it shouldn’t have. Mr M also says he doesn’t believe the loan is enforceable. What happened MotoNovo provided Mr M with credit of £7,443, this included the cash ... (3 pages)View decision -
Decision Reference DRN-5423276
26 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5423276 The complaint Miss G complains that Tesco Personal Finance PLC (‘Tesco’), trading as Tesco Bank, irresponsibly agreed to give her credit with a credit card that she couldn’t afford. What happened In July 2022 Miss G was accepted for a credit card with Tesco and given a cred... (4 pages)View decision -
Decision Reference DRN-4955146
26 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4955146 Complaint The estate of Mr D complains that Halifax didn’t pay a refund after it was told that Mr D had fallen victim to a scam. This complaint has been brought on behalf of Mr D’s estate by his son. Background From late 2021 onwards, Mr D was in contact with a man, Mr C, wh... (2 pages)View decision -
Decision Reference DRN-5310520
26 Mar 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5310520 The complaint Mr D and Mrs D as the trustees of the D Trust (‘the trustees’) are unhappy with the way in which Aviva Life & Pensions UK Limited handled a claim made under a life insurance policy after the life assured under the policy, Mr D2, died. What happened The det... (2 pages)View decision -
Decision Reference DRN-5347773
26 Mar 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5347773 The complaint Mr W complains that West Bay Insurance Plc mishandled his claim on a commercial vehicle insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a van, first registered in 2016. Mr W acquired the van in 2022 for work... (3 pages)View decision
