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 383541 results
-
Decision Reference DRN-5363152
8 Apr 2025 Freemans Plc UpheldConsumer CreditDRN-5363152 The complaint Miss B complains that Freemans Plc lent to her irresponsibly. What happened Miss B had a credit account with Freemans from February 2000. We don’t know what the opening credit limit was, but we do have limited information about it from October 2009 onwards as s... (4 pages)View decision -
Decision Reference DRN-5458494
8 Apr 2025 BUPA Insurance Limited UpheldInsuranceDRN-5458494 The complaint Mr K is unhappy that BUPA Insurance Limited haven’t agreed to settle his claim in full. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for my decision. What... (2 pages)View decision -
Decision Reference DRN-5070371
8 Apr 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-5070371 The complaint Mr S is unhappy Telefonica UK Limited trading as O2 supplied him with a smart watch, under a loan agreement, which wasn’t of satisfactory quality. What happened In November 2022, Mr S acquired a smart watch with O2. Neither party have been able to provide me w... (3 pages)View decision -
Decision Reference DRN-5431869
8 Apr 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5431869 The complaint This complaint is about a mortgage Mr N holds with Lloyds Bank Plc trading as Cheltenham & Gloucester (C&G) on a property in which he does not reside. The essence of the complaint is that C&G: didn’t capitalise arrears after a new interest rate p... (5 pages)View decision -
Decision Reference DRN-4885166
8 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4885166 The complaint Mrs W complains that Barclays Bank UK PLC (‘Barclays’) won’t refund money she says was lost as the result of an investment scam. What happened The background to this complaint isn’t in dispute, so I’ll provide a brief summary. In 2018, Mrs W entered into an i... (3 pages)View decision -
Decision Reference DRN-5287984
8 Apr 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5287984 The complaint Mr P complains that, after cancelling policies he held with Domestic & General Insurance Plc, it continued to collect direct debit payments from his bank account. He’s unhappy his payments haven’t been refunded. What happened In 2014, Mr P incepted plans t... (4 pages)View decision -
Decision Reference DRN-5408686
7 Apr 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5408686 The complaint Mr P complains that Home Retail Group Card Services Limited trading as Argos Card (HRG) applied a default to his account and passed his account to a debt collection agency. What happened Mr P holds an Argos Card account. The account fell into arrears in Februar... (2 pages)View decision -
Decision Reference DRN-5446648
7 Apr 2025 Volvo Car UK Limited UpheldConsumer CreditDRN-5446648 The complaint Ms H is unhappy with the end of lease charges applied under a car hire agreement provided by Volvo Car UK Limited (Volvo). When I refer to what Ms H has said and what Volvo has said, it should also be taken to include things said on their behalf. What happened... (4 pages)View decision -
Decision Reference DRN-5460310
7 Apr 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5460310 The complaint Mr E complains that Santander UK Plc will not lift the restrictions it has applied to his accounts. Background I recently issued my provisional conclusions setting out the events leading up to this complaint. I’ve reproduced my provisional findings below, which... (6 pages)View decision -
Decision Reference DRN-5446640
7 Apr 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5446640 The complaint Mr L is unhappy that a car supplied to him under a Personal Contract Purchase (“PCP”) agreement with BMW Financial Services (GB) Limited trading as BMW Financial Services (“BFS”) was of an unsatisfactory quality. When I refer to what Mr L has said and what BFS... (5 pages)View decision
