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 367300 results
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Decision Reference DRN-5484012
8 May 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5484012 The complaint Mrs W says Barclays Bank UK PLC lent to her irresponsibly. What happened Mrs W has been a customer of Barclays since the 1990’s. Over the course of her relationship with it, she has had up to 28 loans. Due to the time elapsed, we only have details of 16 and som... (4 pages)View decision -
Decision Reference DRN-5482193
8 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5482193 The complaint Mrs B complains that Santander UK Plc didn’t protect her from an investment scam. Mrs B is being supported in making her complaint by her son (Mr B). But for ease, I’ll mainly refer to Mrs B in this decision. What happened In October 2017 Mrs B says Mr B met up... (7 pages)View decision -
Decision Reference DRN-5169860
8 May 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5169860 The complaint Mr C complains about charges applied by MotoNovo Finance Limited after he voluntarily terminated a hire purchase agreement. What happened In July 2022, Mr C was supplied with a used car under a hire purchase agreement through MotoNovo. The cash price of the car... (6 pages)View decision -
Decision Reference DRN-5449962
8 May 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5449962 The complaint Mr O complains that Watford Insurance Company Europe Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle, made with a powerful diesel engine and fi... (4 pages)View decision -
Decision Reference DRN-5482182
8 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5482182 The complaint Ms P complains that Barclays UK PLC didn’t protect her from an investment scam. Ms P is being supported in making her complaint by her brother (Mr B). But for ease, I’ll mainly refer to Ms P in this decision. What happened Ms P says that having come into some m... (7 pages)View decision -
Decision Reference DRN-4797712
8 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4797712 The complaint Mr A complains that Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The facts are not in dispute so I will f... (2 pages)View decision -
Decision Reference DRN-5543386
8 May 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5543386 The complaint Mrs C complained that Tesco Underwriting Limited (“Tesco”) made an unfair settlement offer after accepting her claim for storm damage. Tesco were providing a home insurance policy. What happened Mrs C suffered storm damage to her conservatory roof. Tesco accept... (3 pages)View decision -
Decision Reference DRN-5543335
8 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5543335 The complaint Mr H is complaining that Lloyds Bank PLC didn’t do enough to prevent him from sending money to a scam. The complaint is brought on his behalf by a professional representative. What happened On 27 March 2019 Mr H sent a payment of £13,500 from his Lloyds accoun... (3 pages)View decision -
Decision Reference DRN-5535892
8 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5535892 The complaint Mr I complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) handled his claim for a refund of a payment charged to his NatWest credit card. .What happened I issued a provisional decision on 22 April 2025 that set out the background to th... (5 pages)View decision -
Decision Reference DRN-5306877
8 May 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5306877 The complaint Ms C says Specialist Motor Finance Limited, (‘SMF’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a hire purchase agreement for a car. She does not believe the agreement should ever h... (4 pages)View decision
