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 381194 results
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Decision Reference DRN-5481400
9 Jun 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5481400 The complaint Ms A complains that the vehicle she acquired through Specialist Motor Finance Limited (“SMFL”) wasn’t of satisfactory quality. She wants to reject the car and have the credit agreement cancelled. What happened Ms A entered into a hire purchase agreement in Sept... (4 pages)View decision -
Decision Reference DRN-5604504
9 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5604504 The complaint Mr W is unhappy that NewDay Ltd trading as Pulse (formerly Amazon Classic) (‘NewDay’) migrated his credit card to Pulse from Amazon without telling him and caused him issues accessing his account. Mr W complains that he’s been overcharged fees and interest, an... (4 pages)View decision -
Decision Reference DRN-5610805
9 Jun 2025 Aviva Insurance Limited UpheldInsuranceDRN-5610805 The complaint Miss S complains about the way that Aviva Insurance Limited has handled an escape of water claim she made on a home insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think ... (10 pages)View decision -
Decision Reference DRN-5453478
9 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5453478 The complaint Miss O complained because Barclays Bank UK PLC refused to refund her for cash machine withdrawals totalling £850 which she said she hadn’t authorised. What happened On 21 August 2024, Miss O contacted Barclays. She said she hadn’t made five cash machine withdr... (3 pages)View decision -
Decision Reference DRN-5336523
9 Jun 2025 Freetrade Limited UpheldPensions and AnnuitiesDRN-5336523 The complaint Mr A complains that Freetrade Limited (Freetrade) failed to properly administer the transfer of his pension benefits. He said it failed to follow his instructions for a partial transfer, instead requesting a full transfer. Mr A said this caused him a financial ... (6 pages)View decision -
Decision Reference DRN-5583279
9 Jun 2025 Santander UK Plc UpheldConsumer CreditDRN-5583279 The complaint Miss M complains that Santander UK Plc was irresponsible in its lending to her. She wants all interest and charges on her loan refunded along with statutory interest and any adverse information removed from her credit file. What happened Miss M was provided wit... (3 pages)View decision -
Decision Reference DRN-5610859
9 Jun 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5610859 The complaint Ms A complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AESEL”) defaulted her credit card account, and didn’t provide her with any notice of this. What happened Ms A had a credit card account with AESEL. In August 2022, she let AESEL know she was having... (3 pages)View decision -
Decision Reference DRN-4994821
9 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4994821 THE COMPLAINT Mr M holds/held an account with Lloyds Bank PLC (“Lloyds”). Mr M’s complaint is about Lloyds’s refusal to reimburse him money he says he lost due to a scam. Mr M is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer... (5 pages)View decision -
Decision Reference DRN-5562819
9 Jun 2025 esure Insurance Limited Not upheldInsuranceDRN-5562819 The complaint Miss M complains about the liability decision esure Insurance Limited (‘esure’) made when she submitted a claim under her motor insurance policy. What happened Miss M was involved in a car accident involving a third-party vehicle in September 2023. She contact... (3 pages)View decision -
Decision Reference DRN-5505995
9 Jun 2025 Chetwood Financial Limited Not upheldConsumer CreditDRN-5505995 The complaint Mr H complains that Chetwood Financial Limited was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest, and any adverse information regarding the loans removed from his credit file. Mr H is represented b... (3 pages)View decision
