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 364862 results
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Decision Reference DRN-5447630
7 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5447630 Complaint Mr H has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to his account. Mr H is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr H’s ... (5 pages)View decision -
Decision Reference DRN-5401182
7 Apr 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5401182 Complaint Ms M complains that BMW Financial Services (GB) Limited (“BMW FS”) unfairly entered into a hire-purchase agreement with her. She’s said the agreement was unaffordable and so she shouldn’t have been accepted for it. Background In November 2014, BMW FS provided Ms M... (3 pages)View decision -
Decision Reference DRN-5365914
7 Apr 2025 The Royal London Mutual Insurance Society Limited Not upheldInsuranceDRN-5365914 The complaint Mr D is unhappy that The Royal London Mutual Insurance Society Limited (‘Royal London’) ended a claim made on his income protection insurance policy and asked him to pay back the benefit it had been paying to him under the policy. Although Mr D is being repres... (6 pages)View decision -
Decision Reference DRN-5315151
7 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5315151 Complaint Mr H has complained about the overdraft charges Bank of Scotland plc (“Halifax”) applied to his account. Mr H is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr H’s account were unfair as there... (5 pages)View decision -
Decision Reference DRN-5428090
7 Apr 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5428090 Complaint Mr S has complained about a credit card Zopa Bank Limited (“Zopa”) provided to him. He says the credit card was irresponsibly provided to him as it was unaffordable. Background Zopa provided Mr S with a credit card which had a credit limit of £1,000.00 in March 20... (3 pages)View decision -
Decision Reference DRN-5372363
7 Apr 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5372363 Complaint Mr M complains that MotoNovo Finance Limited (“MotoNovo”) unfairly entered into a hire- purchase agreement with him. He’s said the payments to his agreement were unaffordable. Background In December 2020, MotoNovo provided Mr M with finance for a used car. The cas... (3 pages)View decision -
Decision Reference DRN-5445987
7 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5445987 The complaint Mr P has complained that Barclays Bank UK PLC, trading as Barclaycard, unfairly suspended his credit card account. What happened Mr P has three accounts, but this complaint relates to the credit card account that our investigator specified in her correspondence... (2 pages)View decision -
Decision Reference DRN-5462687
7 Apr 2025 Covea Insurance plc UpheldInsuranceDRN-5462687 The complaint S, a limited company, complains about the way Covea Insurance plc handled a claim it made on its commercial property insurance policy following a theft. S is being represented in bringing the complaint by Mrs S, a director of S. Any reference to S includes com... (7 pages)View decision -
Decision Reference DRN-5462543
7 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5462543 The complaint Mr S complains that Revolut Ltd won’t reimburse him after he fell victim to an impersonation scam. What happened On 19 March 2025, I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any more evidence and argume... (11 pages)View decision -
Decision Reference DRN-4960173
7 Apr 2025 Phoenix Life Limited Not upheldInsuranceDRN-4960173 The complaint Mr P complains that Phoenix Life Limited provided him with incorrect surrender values for his with-profits life and critical illness policy, ignored his telephone calls and fabricated policy statements. What happened Mr P purchased an Early Option Mortgage Plan... (3 pages)View decision
