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 393318 results
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Decision Reference DRN-5638342
13 Oct 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5638342 The complaint X complains about the quality of a car that was supplied through a hire purchase agreement with Advantage Finance Ltd (AFL). What happened In November 2023, X acquired a used car through a hire purchase agreement with AFL. The car was about nine years and six m... (4 pages)View decision -
Decision Reference DRN-5878765
13 Oct 2025 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-5878765 The complaint Mrs B complains about the service she received from Bank of Ireland (UK) Plc (BOI) after she made a transfer to her account. What happened Mrs B opened a savings account with BOI. Ahead of making a large deposit into the account, Mrs B made two smaller payment... (3 pages)View decision -
Decision Reference DRN-5819852
13 Oct 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5819852 The complaint Mr P complains that Aviva Life & Pensions UK Limited provided an incorrect risk rating for one of its funds and he sustained a financial loss as a result. What happened Mr P has a personal pension with Aviva. In December 2020 he switched a substantial amoun... (5 pages)View decision -
Decision Reference DRN-5769554
13 Oct 2025 RAC Insurance Limited Not upheldInsuranceDRN-5769554 The complaint Miss H complained about how RAC Insurance Limited handled her claim under her motor breakdown insurance policy. What happened Miss H had key cover under her policy requiring RAC to replace her car key if accidentally lost, broken, or stolen. She said they delay... (3 pages)View decision -
Decision Reference DRN-5878672
13 Oct 2025 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-5878672 The complaint Mr B complains about the service he received from Bank of Ireland (UK) Plc (BOI) after he made a transfer to his account. What happened Mr B opened a savings account with BOI. Ahead of making a large deposit into the account, Mr B made two smaller payments whi... (3 pages)View decision -
Decision Reference DRN-5878588
13 Oct 2025 Tesla Financial Services Limited UpheldConsumer CreditDRN-5878588 The complaint Mr P complains about a car supplied under a conditional sale agreement, provided by Tesla Financial Services Limited. Mr P has been represented on this complaint, but to keep things simple I will only refer to Mr P in my decision. What happened Around March 202... (4 pages)View decision -
Decision Reference DRN-5631314
13 Oct 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5631314 The complaint Mr G complains The Royal Bank of Scotland Plc (“RBS”) irresponsibly lent him a loan that caused him to be in financial hardship. What happened In April 2023 Mr G applied for a loan with RBS. The application was approved, and he was given a loan for £25,000 ove... (3 pages)View decision -
Decision Reference DRN-5848549
13 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5848549 The complaint Mrs H complains Santander UK Plc (“Santander”) hasn’t refunded money she says she lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mrs H said in May 2024 sh... (3 pages)View decision -
Decision Reference DRN-5723942
13 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5723942 The complaint Miss H is unhappy that Barclays Bank UK PLC (Barclays) won’t refund payments she made because of a task-based scam. What happened I won’t repeat all the facts of Miss H’s complaint, as they are well known to the parties. I will provide a short summary though, ... (3 pages)View decision -
Decision Reference DRN-5812973
13 Oct 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5812973 The complaint Mr and Mrs P’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying claims under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) being party to an unfair ... (17 pages)View decision