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-5604709
5 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5604709 The complaint Mr J is unhappy with how National Westminster Bank Public Limited Company (“NatWest”) handled his claim for a refund. What happened In January 2024, Mr J purchased a tent from a supplier I shall call “E”. He paid for his purchase using his NatWest credit card.... (5 pages)View decision -
Decision Reference DRN-5604733
5 Jun 2025 ManyPets Ltd Not upheldInsuranceDRN-5604733 The complaint Miss L complained when she received the premium increase for her pet policy sold by Many Pets Limited. She was told previously that her premium wouldn’t be increased by any claims she had made and now it had increased for this very reason. What happened Miss L... (3 pages)View decision -
Decision Reference DRN-5601375
5 Jun 2025 JAJA FINANCE LTD UpheldConsumer CreditDRN-5601375 The complaint Mr S complains about the way Jaja Finance Ltd (‘Jaja’) reported his account to the credit Reference Agencies (‘CRAs’) following his bankruptcy. Mr S wants his credit file amending. What happened Mr S became bankrupt on 15 January 2021 and was discharged from ... (4 pages)View decision -
Decision Reference DRN-5130872
5 Jun 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5130872 The complaint Mrs L complains about the information she received from Hyundai Capital UK Limited (“Hyundai”) when she acquired a new car under a conditional sale agreement PCP. She says Hyundai told her there’d be no penalty if she wanted to settle the agreement early. What ... (4 pages)View decision -
Decision Reference DRN-5599191
5 Jun 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5599191 The complaint Mr A complains about the outcome of a claim about a payment dispute made to Tesco Personal Finance Limited trading as Tesco Bank. What happened In March 2024, Mr A paid £250 towards a consultation with a medical service provider, who I’ll call X. Following the ... (3 pages)View decision -
Decision Reference DRN-5592729
5 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5592729 The complaint Mr and Mrs F’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What h... (14 pages)View decision -
Decision Reference DRN-5528859
5 Jun 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5528859 The complaint Ms H complains N.I.I.B. Group Limited trading as Northridge Finance (Northridge) provided her with an unaffordable hire purchase agreement. Ms H’s complaint has been referred by a professional representative, but for ease I’ll refer to all submissions as thoug... (4 pages)View decision -
Decision Reference DRN-5592346
5 Jun 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5592346 The complaint Mr S complained that Tesco Underwriting Limited (“Tesco”) unfairly declined his claim for storm damage when strong winds blew off the felt from his flat roof and damaged the inside of his home. Tesco was providing a home insurance policy. What happened Mr S mad... (3 pages)View decision -
Decision Reference DRN-4918430
5 Jun 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4918430 The complaint Mr W complains that The Co-operative Bank Plc (‘Co-op’) hasn’t refunded the money he lost to an investment scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intent to set these out in detail here. However, I’ll pr... (6 pages)View decision -
Decision Reference DRN-5579937
5 Jun 2025 Automobile Association Insurance Services Limited UpheldInsuranceDRN-5579937 The complaint Ms B has complained that her motor insurance broker Automobile Association Insurance Services Limited (AAIS) didn’t handle her claim properly following an accident. What happened Ms B was involved in a road traffic accident on 10 January 2023. She reported it ... (3 pages)View decision
