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 375119 results
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Decision Reference DRN-5385798
11 Mar 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5385798 The complaint Mr and Mrs P’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (11 pages)View decision -
Decision Reference DRN-5341218
11 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5341218 The complaint Mr W complains that Vanquis Bank Limited was irresponsible in its lending to him. Mr W is represented by a third party but for ease of reference I have referred to Mr W throughout this complaint. What happened Mr W was provided with a Vanquis credit card accoun... (3 pages)View decision -
Decision Reference DRN-5385854
11 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5385854 The complaint Ms L complains about the way National Westminster Bank Plc handled her transactions disputes and closed her account. What happened Ms L had an account with NatWest. Ms L has explained that the account wasn’t her main account, she didn’t use it much, didn’t kno... (6 pages)View decision -
Decision Reference DRN-5385799
11 Mar 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5385799 The complaint Mr and Mrs L complain about the way Royal & Sun Alliance Insurance Limited (RSA) handled a claim they made on their home insurance following an escape of water. What happened In February 2024 there was an escape of water at Mr and Mrs L’s property which ca... (3 pages)View decision -
Decision Reference DRN-5150137
11 Mar 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5150137 The complaint Mr M complains about ARAG Legal Expenses Insurance Company Limited’s (ARAG LEI) handling of a claim he made on a legal expenses insurance policy. Mr M’s policy is underwritten by ARAG LEI, which previously operated as DAS Legal Expenses Insurance Company Limite... (3 pages)View decision -
Decision Reference DRN-5385775
11 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5385775 The complaint Mr V is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr V fell victim to a cruel scam. He already had an account with Revolut that he’d used for a number of different purposes, including so... (9 pages)View decision -
Decision Reference DRN-4954113
11 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4954113 The complaint D a limited company complains Barclays Bank UK PLC closed its account without warning and provided poor service. D is represented by its directors – Mr and Mrs A. What happened The detailed background of this complaint is well known to both parties. So, I’ll only ... (5 pages)View decision -
Decision Reference DRN-5118424
10 Mar 2025 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-5118424 The complaint Mr H complains that Marsh Finance & Commercial Limited won’t reimburse him for some car hire costs that he incurred when the car that was supplied to him under a hire purchase agreement was being repaired. What happened A used car was supplied to Mr H under... (3 pages)View decision -
Decision Reference DRN-5241532
10 Mar 2025 AWP P&C S.A. UpheldInsuranceDRN-5241532 The complaint Mr T complains that AWP P&C S.A. cancelled his motor warranty. Mr T’s policy was sold and is administered by a third party company on AWP’s behalf and all his correspondence has been with this company, however AWP is the policy underwriter so his complaint ... (3 pages)View decision -
Decision Reference DRN-5354117
10 Mar 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5354117 The complaint Miss W has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In October 2022 Miss W entered into a two-year fixed sum loan agre... (4 pages)View decision
