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 392389 results
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Decision Reference DRN-5764920
21 Aug 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5764920 The complaint Mr B complains, on behalf of Miss B, that Bupa Insurance Limited stopped paying a claim under a private health insurance policy. What happened Miss B is covered by a private health insurance policy which is provided by Bupa. Mr B has represented Miss B through... (6 pages)View decision -
Decision Reference DRN-5527434
21 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5527434 The complaint Mr G complains that National Westminster Bank Public Limited Company (NatWest) have irresponsibly lent to him. Mr G is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they... (2 pages)View decision -
Decision Reference DRN-5435323
21 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5435323 The complaint Mr S is unhappy that Santander UK Plc (‘Santander’) has decided not to refund the money he lost, to what he believed was an Authorised Push Payment (‘APP’) car purchase scam. What happened The background to this complaint is well known to both parties. So, I w... (5 pages)View decision -
Decision Reference DRN-5488598
21 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5488598 The complaint Mr L is unhappy with how Clydesdale Bank Plc trading as Virgin Money (“Virgin Money” handled his refund claim. What happened Mr L booked a few nights stay with a hotel I shall call “J” and this was paid on his Virgin Money credit card at a total cost of £484.68... (4 pages)View decision -
Decision Reference DRN-5757834
21 Aug 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5757834 The complaint Mr D is unhappy with the quality of a car financed by BMW Financial Services(GB) Limited trading as Alphera Financial Services using a hire purchase agreement. What happened In February 2024 Mr D entered into a hire purchase agreement with BMW for a used car. T... (4 pages)View decision -
Decision Reference DRN-5738370
21 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5738370 The complaint Mr H complains about the service he received from Barclays Bank UK PLC (“Barclays”) when he attended one of its branches to make a cash withdrawal. In particular, he is unhappy with the way one of the staff treated him and felt criminalised and discriminated ag... (5 pages)View decision -
Decision Reference DRN-5485835
21 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5485835 The complaint Mr G complains Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) provided him with an unaffordable hire purchase agreement. Mr G’s complaint has been brought by a professional representative, however for ease I’ve referred to all submission... (4 pages)View decision -
Decision Reference DRN-5696831
21 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5696831 The complaint Mr B complains Vanquis Bank Limited (Vanquis) failed to carry out sufficient financial checks before it approved a credit card account for him. What happened Mr B says Vanquis approved a credit card account in April 2019, with a credit limit of £500. Mr B says ... (3 pages)View decision -
Decision Reference DRN-5276627
21 Aug 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5276627 The complaint Mr N is unhappy with the quality of a car supplied by Oodle Financial Services Limited using a hire purchase agreement. What happened In April 2024 Mr N entered into a hire purchase agreement with Oodle for a used car. The car was around seven years old and an... (5 pages)View decision -
Decision Reference DRN-5711438
21 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5711438 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK PLC (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’), (2) being party to an unfair credit relation... (4 pages)View decision