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 366874 results
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Decision Reference DRN-5320885
30 Apr 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5320885 The complaint Mr A, using a professional representative (“the PR”) has complained that Clydesdale Financial Services trading as Barclays Partner Finance (“the Lender”) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section ... (3 pages)View decision -
Decision Reference DRN-5366288
30 Apr 2025 Lendable Ltd UpheldConsumer CreditDRN-5366288 The complaint Mr P has complained about the quality of a car he acquired using finance from Lendable Ltd trading as Autolend. What happened Mr P entered into a finance agreement with Autolend for a used car. At this point, it was around six years old and had 94,368 miles on ... (3 pages)View decision -
Decision Reference DRN-5521087
30 Apr 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5521087 The complaint Mr P and Mrs Z’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (... (23 pages)View decision -
Decision Reference DRN-5181966
30 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5181966 The complaint Mrs H has complained about the way Santander UK Plc (“Santander”) responded to claims she’d made under chargeback and section 75 (“s.75”) of the Consumer Credit Act 1974 (“the CCA”). What happened On 24 January 2023, Mrs H paid a deposit of approximately £2,70... (4 pages)View decision -
Decision Reference DRN-5334487
30 Apr 2025 esure Insurance Limited Not upheldInsuranceDRN-5334487 The complaint Mr G complains esure Insurance Limited (esure) unfairly settled his claim on his motor insurance policy after his car was classed as a total loss. He also complains about delays with his claim, the courtesy car provided and that it declined to pay storage costs... (4 pages)View decision -
Decision Reference DRN-5499508
30 Apr 2025 Bank of Scotland Plc UpheldMortgagesDRN-5499508 The complaint Mr C complains that Bank of Scotland plc trading as Halifax didn’t offer him a reduced interest rate on his mortgage. What happened Mr C has a mortgage with Halifax. Unfortunately he’s been in arrears for some years. He’s had various discussions with Halifax ab... (4 pages)View decision -
Decision Reference DRN-5490737
30 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5490737 The complaint Miss T complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) were unsupportive when she experienced financial difficulties. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Inst... (2 pages)View decision -
Decision Reference DRN-5475524
30 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5475524 The complaint Mr A complains about how Royal & Sun Alliance Insurance Limited (“RSA”) proposed to deal with a claim for damaged audio speakers under his home insurance policy. When I mention RSA I also mean its suppliers. What happened Mr A had a home insurance policy wi... (3 pages)View decision -
Decision Reference DRN-5507989
30 Apr 2025 Bamboo Limited Not upheldConsumer CreditDRN-5507989 The complaint Miss D complains that Bamboo Limited irresponsibly lent her an unsecured loan. What happened Miss D took out a loan of £7,000 with Bamboo in January 2021. The loan was agreed over a term of two years with monthly payments of £392.51. The interest rate was a fix... (4 pages)View decision -
Decision Reference DRN-5480921
30 Apr 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5480921 The complaint Mrs A and Mr Z complain about the price charged by AXA Insurance UK Plc (AXA) for their home insurance policies, as they believe their no claims discount (NCD) wasn’t properly applied. While Mrs A and Mr Z have jointly referred the complaint as joint policyhold... (2 pages)View decision
