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-5657713
19 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5657713 The complaint Mr J is unhappy with the end of contract charges applied by Volkswagen Financial Services (UK) Limited (VWFS), following the return of his car. As a note, Mr J has been represented during his complaint. For ease I’ll refer to any information being supplied by ... (2 pages)View decision -
Decision Reference DRN-5705595
19 Aug 2025 Haven Insurance Company Limited Not upheldInsuranceDRN-5705595 The complaint Mr O complains about the way Haven Insurance Company Limited has handled a claim he made on his taxi insurance policy. Any reference to Haven includes its appointed representatives. What happened Mr O’s taxi – which is a hybrid vehicle – was reversed into by an... (5 pages)View decision -
Decision Reference DRN-5268189
19 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5268189 The complaint Mr H complains Barclays Bank UK PLC won’t refund a transaction that debited his account which he says he did not make or authorise. What happened On 26 June 2024, a transaction was made on Mr H’s account for £2,319.40 to an airline. Mr H raised a fraud claim w... (2 pages)View decision -
Decision Reference DRN-5517284
19 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5517284 The complaint Miss H complains that the car she acquired through Black Horse Limited (“BHL”), wasn’t of satisfactory quality. She wants the car collected and the financial agreement to be terminated. What happened Miss H entered into a hire purchase agreement in January 2023... (3 pages)View decision -
Decision Reference DRN-5727839
19 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5727839 The complaint Mr K complains about the service he received from Barclays Bank UK PLC trading as Barclaycard when he requested a new credit card PIN. What happened Mr K opened a credit card account with Barclaycard in March 2025. His credit card arrived but his PIN didn’t. Mr... (2 pages)View decision -
Decision Reference DRN-5753838
19 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5753838 The complaint Mr H complains that Monzo Bank Ltd won’t reimburse money he lost to a scam. Mr H has brought his complaint with the assistance of a professional representative. But for ease I’ll refer to their submissions as being from Mr H except where the facts require other... (3 pages)View decision -
Decision Reference DRN-5727048
19 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5727048 The complaint Mr H complains that Revolut Ltd won’t reimburse money he lost to a scam. Mr H has brought his complaint with the assistance of a professional representative. For ease I’ll refer to all their submissions as being from Mr H except where the facts require otherwis... (3 pages)View decision -
Decision Reference DRN-5469213
19 Aug 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5469213 The complaint Mr Z complains that Barclays Bank UK PLC: • Did not agree to his request to make reasonable adjustments in how it communicates with him. • Provided information in a data subject access request (DSAR) that was not presented clear, for example it was not in date ... (4 pages)View decision -
Decision Reference DRN-5571571
19 Aug 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5571571 The complaint Mr B complains that ReAssure Limited failed to complete an instruction to alter his pension investments in a timely manner. He also complains that ReAssure failed to apply contributions made to the pension plan by his employer. And he complains that, for an ext... (3 pages)View decision -
Decision Reference DRN-5683744
19 Aug 2025 Serve and Protect Credit Union Limited Not upheldConsumer CreditDRN-5683744 The complaint Mr A is complaining that Serve and Protect Credit Union Limited (SPCU) lent to him irresponsibly by providing him with a personal loan. What happened In May 2013, Mr A applied for a loan with SPCU. They lent him £11,500 over a seven-year term. The loan required... (4 pages)View decision