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 366763 results
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Decision Reference DRN-5451483
24 Apr 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5451483 The complaint Ms R complains about the way in which Bank of Scotland plc trading as Halifax handled her disputed payments claim. She’s also unhappy about the service she received from the bank. What happened Ms R went into a Halifax branch on 1 July 2023 to query some paymen... (4 pages)View decision -
Decision Reference DRN-5340862
24 Apr 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5340862 The complaint Miss T, who is represented by a third party, complains that BMW Financial Services (GB) Limited (‘BMW’) irresponsibly granted her two hire purchase agreements she couldn’t afford to repay. What happened In August 2016 Miss T acquired a new car financed by a hi... (5 pages)View decision -
Decision Reference DRN-5501438
24 Apr 2025 West Bay Insurance Plc UpheldInsuranceDRN-5501438 The complaint Mr R complains about the service he received from West Bay Insurance Plc (West Bay) after he made a claim under his car insurance policy. References to West Bay also includes its agents and representatives. What happened Mr R held a car insurance policy under... (4 pages)View decision -
Decision Reference DRN-5346628
24 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5346628 The complaint Mr B complains that Barclays Bank UK plc trading as Barclaycard (‘Barclaycard’) closed his new credit card account without notice or explanation and communicated poorly with him when he sought their help with this. Mr B has wider concerns about Barclaycard’s a... (4 pages)View decision -
Decision Reference DRN-5480665
24 Apr 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5480665 The complaint Mr K is unhappy that NewDay Ltd defaulted his credit account and reported the default to the credit reference agencies. What happened Mr K had a NewDay credit account which was in a position of arrears. On 9 May 2024, NewDay issued a default notice to Mr K, giv... (3 pages)View decision -
Decision Reference DRN-5245310
24 Apr 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5245310 The complaint Mr W complains that The Prudential Assurance Company Limited (Prudential) unfairly took charges from his pension plan. And that it never explained those charges to him. He also complains that the performance of his pension has been worse than that he was advise... (5 pages)View decision -
Decision Reference DRN-5498518
24 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5498518 The complaint Mr J complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money he lost to a cryptocurrency investment scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to set these out in detail here. However, I wil... (11 pages)View decision -
Decision Reference DRN-5406631
24 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5406631 The complaint Mr R’s complained about the way Admiral Insurance (Gibraltar) Limited dealt with the claim he made on his home emergency cover when his roof was leaking. What happened Mr R had a home insurance policy with Admiral. The policy included home emergency cover. In ... (3 pages)View decision -
Decision Reference DRN-5384285
24 Apr 2025 Partners Credit Union Limited Not upheldConsumer CreditDRN-5384285 The complaint Mrs C is unhappy with how Partners Credit Union Limited have administered her account and feels that they’ve discriminated against her. What happened In September 2011, Mrs C successfully applied to Partners for a loan of approximately £3,500 to be repaid over ... (3 pages)View decision -
Decision Reference DRN-5501681
24 Apr 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5501681 The complaint Mr B complains about the quality of a car he acquired under a hire purchase agreement with Mercedes-Benz Financial Services UK Limited (MBFS). When I refer to what Mr B and MBFS have said and/or done, it should also be taken to include things said and/or done ... (5 pages)View decision
