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 401363 results
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Decision Reference DRN-5708503
7 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5708503 The complaint Mr O complains that the app for his account with Barclays Bank UK PLC stopped working on 8 March 2025 preventing him from making a transfer of funds for a deposit and this meant he had to drive 50 miles to access cash from a friend, for which he wants compensat... (2 pages)View decision -
Decision Reference DRN-5630852
7 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5630852 The complaint Mr O has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money he says he lost in a scam. What happened Mr O has explained that he was looking to invest and found an online investment company offering financial advice... (3 pages)View decision -
Decision Reference DRN-5775537
7 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5775537 Complaint Mr C has complained about the overdraft charges TSB Bank plc (“TSB”) applied to his current account. He has said that TSB increased his overdraft limit 38 times after it was initially provided to him and which led to him having an overdraft limit that was too large... (5 pages)View decision -
Decision Reference DRN-5822371
7 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5822371 Complaint Mrs T complains that Moneybarn No.1 Limited (“Moneybarn”) unfairly entered into conditional sale agreement with her. She’s said that the proper checks weren’t carried out which led to her being provided with finance that was unaffordable and this led to a worsening... (5 pages)View decision -
Decision Reference DRN-5749455
7 Oct 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5749455 The complaint Mr S complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) didn’t refund him the initial payment he made at the start of his agreement when his vehicle was declared a total loss following an accident. What happened... (2 pages)View decision -
Decision Reference DRN-5864091
7 Oct 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5864091 The complaint Miss C complains OAKBROOK FINANCE LIMITED (“Oakbrook”) irresponsibly lent to her. What happened In August 2022, Miss C applied for a loan with Oakbrook. The application was approved and she was given a loan for £2,000, to be repaid over 30 months, with a month... (3 pages)View decision -
Decision Reference DRN-5626265
7 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5626265 The complaint Mr A complains about how Aviva Insurance Limited (“Aviva”) intend to settle his property insurance claim. He says they won’t agree to include items that will be damaged during the repair process. What happened The following is a summary of key events only. Mr... (3 pages)View decision -
Decision Reference DRN-5680601
7 Oct 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5680601 The complaint Ms G, who is represented by a third party, has complained that Mercedes-Benz Financial Services UK Limited (‘Mercedes-Benz”) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In April 2021 Ms G acquired a used car ... (2 pages)View decision -
Decision Reference DRN-5665443
7 Oct 2025 Advisory Insurance Brokers Limited UpheldInsuranceDRN-5665443 The complaint A limited company, which I will call W, has complained about the service provided by Advisory Insurance Brokers Limited trading as Towergate Insurance Brokers when arranging its business protection insurance cover. Mr F, one of the directors of W, has brought ... (2 pages)View decision -
Decision Reference DRN-5677256
7 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5677256 The complaint Mr W complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to a recovery scam. He’s represented in this complaint. To keep things simple, I’ll refer to Mr W throughout this decision. What happened In summary, between July 2023 and January 2024, ... (3 pages)View decision