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 368546 results
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Decision Reference DRN-5561047
9 Jun 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5561047 The complaint Mr C is unhappy that Moneybarn No. 1 Limited trading as Moneybarn (“Moneybarn”) didn’t adequately assess his financial circumstances before approving a loan for him. What happened In July 2023, Moneybarn provided Mr C with finance for a used car through a cond... (5 pages)View decision -
Decision Reference DRN-5583538
9 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5583538 The complaint Miss W has complained about a credit card and subsequent credit limit increases Barclays Bank UK PLC (trading as “Barclaycard”) provided her. Miss W says Barclaycard didn’t carry out sufficient checks when it granted the card – had it done so it would’ve seen s... (5 pages)View decision -
Decision Reference DRN-5543326
9 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5543326 The complaint Mr S has complained that Shawbrook Bank Limited (“Shawbrook”) failed to conduct proportionate affordability checks before it lent to him. What happened Shawbrook advanced two loans to Mr S and a summary of the borrowing can be found below. loan number loan am... (6 pages)View decision -
Decision Reference DRN-5465712
5 Jun 2025 I Go 4 Ltd. Not upheldInsuranceDRN-5465712 The complaint Mr A complains that iGO4 Limited mishandled the sale of a motor insurance policy. What happened The subject matter of the insurance was a coupe car, first registered in 2008. Mr A acquired the car in about January 2023. On about 17 January 2024, Mr A went on... (3 pages)View decision -
Decision Reference DRN-5596055
5 Jun 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5596055 The complaint Mr F complains that Advantage Insurance Company Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a cabriolet car, made by a premium-brand car-maker with a powerful engin... (5 pages)View decision -
Decision Reference DRN-5136822
5 Jun 2025 Aldermore Bank Plc UpheldBanking and PaymentsDRN-5136822 The complaint D, a limited company, is unhappy that Aldermore Bank Plc restricted access to its account and then closed it. What happened D held a business savings account with Aldermore. On 7 March 2024 Aldermore contacted D while it was carrying out standard checks on D’s... (4 pages)View decision -
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
