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 381082 results
-
Decision Reference DRN-5195619
1 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5195619 The complaint Mrs M complains that Santander UK Plc didn’t do enough to protect her when she says she was the victim of an investment scam. Mrs M is supported in making her complaint by a representative. But for ease, I’ll only refer to Mrs M in this decision. What happened ... (4 pages)View decision -
Decision Reference DRN-5356353
1 Apr 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5356353 The complaint Mr R complains about the courtesy car provided by Aviva Insurance Limited after he made a claim on his motor insurance policy. He’s also unhappy with delays in recovering his policy excess and the premium quoted for his policy renewal. He wants Aviva to compens... (3 pages)View decision -
Decision Reference DRN-5390713
1 Apr 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5390713 The complaint Mr O complains about the quality of a car he has been financing through an agreement with Blue Motor Finance Ltd (Blue Motor). What happened Mr O took receipt of a used car in December 2023. He financed the deal through a hire purchase agreement with Blue Motor... (3 pages)View decision -
Decision Reference DRN-5446134
1 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5446134 The complaint Mr B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr B applied for an Aqua credit card in November 2016. In his application, Mr B said he was emplo... (3 pages)View decision -
Decision Reference DRN-4971400
1 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4971400 The complaint Mr L complains about the decision taken by Lloyds Bank PLC to decline his claim for a refund in respect of a payment he made using his Lloyds credit card account. What happened On 8 July 2023, Mr L ordered a watch using his Lloyds credit card. Mr L’s credit car... (3 pages)View decision -
Decision Reference DRN-5381695
1 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5381695 The complaint Mr P complains that Barclays Bank UK PLC trading as Tesco Bank reduced his credit limit. What happened Mr P holds a credit card with Tesco Bank. He took out the card in March 2021 and was given an initial credit limit of £1400. On 13 November 2024 the credit li... (2 pages)View decision -
Decision Reference DRN-5050226
1 Apr 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5050226 The complaint Mr B is unhappy that Marks & Spencer Financial Services Plc (“M&S”) declined his Section 75 claim. What happened Mr B purchased a new kitchen from a well-known kitchen supplier and paid the deposit for the purchase on his M&S credit card. After the ... (2 pages)View decision -
Decision Reference DRN-5431638
1 Apr 2025 Tesco Personal Finance Limited UpheldConsumer CreditDRN-5431638 The complaint Mrs O is unhappy that Tesco Personal Finance Limited trading as Tesco Bank (‘Tesco’) reported a late payment to her credit file after she closed her credit card account. She’d like the marker removed from her credit file and compensation for the distress and i... (5 pages)View decision -
Decision Reference DRN-5402258
1 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5402258 The complaint Mr J and Mrs J have complained about how Royal & Sun Alliance Insurance Limited (RSA) dealt with a claim under a home insurance policy. References to RSA include contractors and companies acting on its behalf. What happened Mr J and Mrs J contacted RSA to... (2 pages)View decision -
Decision Reference DRN-5417324
1 Apr 2025 Home Retail Group Card Services Limited Not upheldBanking and PaymentsDRN-5417324 The complaint Miss G’s complaint is that Home Retail Group Card Services Limited trading as Argos Card (and referred to here as Argos) acted irresponsibly when it increased the limit on her credit card in August 2018 and March 2019. Miss G says Argos failed to carry out appr... (3 pages)View decision
