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-5793978
9 Sep 2025 Scottish Friendly Asset Managers Limited Not upheldInvestmentsDRN-5793978 The complaint Miss C disputes two payments taken by Scottish Friendly Asset Managers Limited (‘Scottish Friendly’) in March 2025. What happened On 3 March 2025, Scottish Friendly took two direct debit payments from Miss C totalling £60 (£25 and £35). Unhappy these payments ... (3 pages)View decision -
Decision Reference DRN-5712814
9 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5712814 The complaint Ms M complains Lloyds Bank PLC didn’t highlight the fact that she wouldn’t earn interest on balances over £5,000 when she changed accounts or help her make an informed decision. What happened Ms M is a customer of Lloyds Bank and says she has been so for over 3... (2 pages)View decision -
Decision Reference DRN-5603741
9 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5603741 The complaint Miss R is unhappy that a car supplied to her under a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services (Black Horse) was of an unsatisfactory quality. What happened In March 2023 Miss R was supplied with a used car throu... (4 pages)View decision -
Decision Reference DRN-5457947
9 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5457947 The complaint Mr A complains about the quality of a used car that was supplied through a conditional sale agreement with Moneybarn No. 1 Limited trading as Moneybarn (Moneybarn). What happened In July 2023, Mr A acquired a used car through a conditional sale agreement with M... (4 pages)View decision -
Decision Reference DRN-5805996
9 Sep 2025 Oasis Motor Finance Limited UpheldConsumer CreditDRN-5805996 The complaint Mr M complains about the quality of a car financed by Oasis Motor Finance Limited (‘Oasis’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes wit... (8 pages)View decision -
Decision Reference DRN-5805981
9 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5805981 The complaint Mr Z complains that after cancelling his Avios rewards plan, Barclays Bank UK PLC continued to deduct the monthly fee from his account. What happened In October 2024 Mr Z cancelled his Avios rewards plan with Barclays. He received an acknowledgement and confirm... (3 pages)View decision -
Decision Reference DRN-5315477
9 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5315477 The complaint Mr D complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) has declined to refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But i... (5 pages)View decision -
Decision Reference DRN-5368423
9 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5368423 The complaint Miss W is unhappy that a car supplied to her under a hire purchase agreement with Lendable Limited t/a Autolend (Lendable) was of an unsatisfactory quality. When I refer to what Miss W has said and what Lendable have said, it should also be taken to include th... (4 pages)View decision -
Decision Reference DRN-5806921
9 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5806921 The complaint M complains that Revolut Ltd won’t refund money it lost to a scam. Mr A is the director of M and is represented by a firm, but for ease, I have mostly referred to Mr A in my decision. What happened The background to this complaint is well known to both parties ... (3 pages)View decision -
Decision Reference DRN-5807280
9 Sep 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5807280 The complaint Mrs A complains about the way Accredited Insurance (Europe) Ltd handled a claim she made on her home insurance policy following an escape of water. What happened In May 2024, Mrs A’s property was damaged following an escape of water. Accredited accepted the cl... (3 pages)View decision