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-5141860
7 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5141860 The complaint Mr C complains that Santander UK Plc lent to him irresponsibly. What happened Mr C has two current accounts with Santander and had overdraft limits on each as follows: Account 1 – number ending 8143 Account 2 – number ending 4552 Date Overdraft limit Date Limi... (5 pages)View decision -
Decision Reference DRN-5537740
7 May 2025 Ageas Insurance Limited UpheldInsuranceDRN-5537740 The complaint Mr H has complained about the way Ageas Insurance Limited (Ageas) dealt with a claim he made under his car insurance policy. What happened In November 2023 Mr H was involved in an incident with another car. Both cars were reversing out of respective car park sp... (4 pages)View decision -
Decision Reference DRN-4888661
7 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4888661 The complaint Mr J complains that Revolut Ltd won’t refund money he lost when he was a victim of an investment scam. Mr J is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to som... (4 pages)View decision -
Decision Reference DRN-5538440
7 May 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5538440 The complaint Mr P complains that Lloyds Bank General Insurance Limited (Lloyds) declined a claim he made under his home insurance. What happened Mr P has a home insurance policy with Lloyds. In August 2024, Mr P made a claim to Lloyds for a gold necklace he’d left on a pla... (5 pages)View decision -
Decision Reference DRN-5175783
7 May 2025 ReAssure Limited Not upheldInvestmentsDRN-5175783 The complaint Mr M and Mrs M complain about ReAssure Limited (ReAssure). They said ReAssure misinformed them. They said if they had known the true value of their bond, they wouldn’t have surrendered it. Mr and Mrs M said ReAssure’s mistakes caused them financial loss as wel... (3 pages)View decision -
Decision Reference DRN-5536327
7 May 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5536327 The complaint Mr W’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by (1) participating in an unfair credit relationship with him under Section 140A (s.140A’) of the Consumer C... (10 pages)View decision -
Decision Reference DRN-5538422
7 May 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5538422 Complaint Ms R complains that FirstRand Bank Limited (trading as “MotoNovo” Finance) unfairly entered into a hire-purchase agreement with her. She’s said the monthly payments to the agreement were unaffordable and so she shouldn’t have been accepted for it. Background In Ju... (4 pages)View decision -
Decision Reference DRN-5476633
7 May 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5476633 The complaint Mr B’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the... (8 pages)View decision -
Decision Reference DRN-5488360
7 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5488360 The complaint Ms C complains about the service provided by NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) when there was a problem making a payment from her account. What happened Ms C phoned NatWest when she was having repeated problems making a payment to a ... (4 pages)View decision -
Decision Reference DRN-5324330
6 May 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5324330 The complaint Mr G complains that the car he acquired through Stellantis Financial Services UK Limited (“SFS”) wasn’t of satisfactory quality. He says he’s experienced issues with the gearbox and clutch due to excessive wearing. Mr G wants SFS to pay for the repairs or accep... (4 pages)View decision
