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-5259532
30 Jan 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5259532 The complaint Mr P complains that Specialist Motor Finance Limited (“SMF”) was irresponsible to lend to him and did not respond appropriately to his financial difficulties. What happened Mr P was approved for a car loan with SMF on 8 June 2018. He borrowed £4,391 and needed... (3 pages)View decision -
Decision Reference DRN-5243586
30 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5243586 The complaint Mr M has complained that Barclays Bank UK PLC (“Barclays”) failed to make reasonable adjustments for him. He is also unhappy with how his calls were handled when he spoke to Barclays about what adjustments it could make for him. What happened On 17 September ... (3 pages)View decision -
Decision Reference DRN-4768495
30 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4768495 The complaint Mr C complains that National Westminster Bank Plc (NatWest) won’t refund payments he says he made as part of a scam. He’s also unhappy with how NatWest has supported him regarding compulsive gambling. What happened Mr C holds a current account with NatWest. Be... (4 pages)View decision -
Decision Reference DRN-5298110
30 Jan 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5298110 The complaint Mr and Mrs H complain Accredited Insurance (Europe) Ltd unfairly declined a claim they made for damage to their driveway following a leak from an underground pipe. What happened Mr and Mrs H found water on their driveway. They had part of the driveway dug up t... (4 pages)View decision -
Decision Reference DRN-5297818
30 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5297818 The complaint Mr N says Barclays Bank PLC (“Barclays”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties and are set out in summary in my provisional decision dated 10 Janua... (4 pages)View decision -
Decision Reference DRN-5210342
30 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5210342 The complaint Mr J (senior) and Mr J (junior) complain about how the roadside assistance service they had as part of their motor insurance with U K Insurance Limited trading as Churchill (UKI) dealt with a breakdown. References to UKI include other organisations and individu... (4 pages)View decision -
Decision Reference DRN-5297514
30 Jan 2025 National Westminster Bank Plc UpheldConsumer CreditDRN-5297514 The complaint Mr M has complained that NatWest acted irresponsibly when it provided him with a loan for £7,500 in December 2022. Background Mr M applied for a loan, and two credit cards, with NatWest in December 2022. All three forms of credit were approved. Mr M has since ... (3 pages)View decision -
Decision Reference DRN-5296003
30 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5296003 The complaint Miss J complains that Lloyds Bank PLC unreasonably closed her bank account, and registered a marker against her with the fraud prevention agency Cifas. She’d like this marker to be removed. What happened Miss J held a personal account with Lloyds. But in Octob... (4 pages)View decision -
Decision Reference DRN-5281928
30 Jan 2025 Specialist Lending Limited Not upheldConsumer CreditDRN-5281928 The complaint Mr G is unhappy that Specialist Lending Limited trading as “Duologi” declined a claim made under s.75 of the Consumer Credit Act 1974, in respect of spray foam insulation that was applied to his property. What happened In February 2021, Mr G agreed to purchase... (7 pages)View decision -
Decision Reference DRN-5236821
30 Jan 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-5236821 The complaint Mrs M complains about the outcome of a claim she made to Ikano Bank AB (publ) (“Ikano”) about spray foam insulation that was applied to her property. This includes how the product was sold and installed and its suitability. Mrs M also complains that the finance... (5 pages)View decision
