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 374385 results
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Decision Reference DRN-5780920
28 Aug 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5780920 The complaint Mr S complains that Barclays Bank UK PLC lent to him irresponsibly when it let him borrow money on his mortgage current account reserve facility. What happened In 2006, Mr S took out a mortgage with Barclays. The mortgage had a mortgage current account reserve ... (4 pages)View decision -
Decision Reference DRN-5621688
28 Aug 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5621688 The complaint Mr D is unhappy that a car supplied to him under a conditional sale agreement with Moneybarn No.1 Limited was of an unsatisfactory quality. What happened In June 2024, Mr D was supplied with a used car through a conditional sale agreement with Moneybarn. He pa... (4 pages)View decision -
Decision Reference DRN-5588952
28 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5588952 The complaint Mr L complains NewDay Ltd trading as BIP (NewDay) failed to carry out reasonable credit checks before approving a credit account for him. What happened Mr L says NewDay approved a credit account for him at a time when he already had high levels of external revo... (3 pages)View decision -
Decision Reference DRN-5775892
28 Aug 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5775892 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mr and Mrs B purchased membership of a timeshare (the ‘Fractional Club... (7 pages)View decision -
Decision Reference DRN-5771793
28 Aug 2025 Equiniti Financial Services Limited Not upheldInvestmentsDRN-5771793 The complaint Mr B complains that when Equiniti Financial Services Limited (‘EFSL’) received his application to transfer the proceeds of his employers Save As You Earn (‘SAYE’) scheme into a stocks and shares Individual Savings Account (‘ISA’), they didn’t arrange for future... (3 pages)View decision -
Decision Reference DRN-5761179
28 Aug 2025 RAC Insurance Limited Not upheldInsuranceDRN-5761179 The complaint Mr M complains RAC Insurance Limited couldn’t add Tyre Replace Plus back onto his membership, despite telling him he could. What happened Mr M had a vehicle based membership with RAC which began in February 2022. In January 2023 Mr M added Tyre Replace Plus t... (3 pages)View decision -
Decision Reference DRN-5566851
28 Aug 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5566851 The complaint C, a business, has complained about its commercial contents insurer, Accelerant Insurance Europe SA/NV UK Branch which has declined C’s claim for items stolen and/or damaged in a fire. What happened C has a premises, surrounded by security fencing featuring lo... (3 pages)View decision -
Decision Reference DRN-5776632
28 Aug 2025 AWP P&C S.A. UpheldInsuranceDRN-5776632 The complaint Mr R is unhappy with the service he received from AWP P&C S.A. when he claimed on his travel insurance policy. He’s also unhappy with the settlement of his claim. What happened Mr R became very unwell whilst on holiday abroad and required urgent medical tre... (6 pages)View decision -
Decision Reference DRN-5430827
28 Aug 2025 Billing Finance Limited Not upheldConsumer CreditDRN-5430827 The complaint Mr P, through his representative, complains that Billing Finance Limited lent to him when he wanted to purchase vehicle. He has said that the finance ought not to have been approved for him as he was unable to afford it. What happened Mr P wanted to purchase a... (4 pages)View decision -
Decision Reference DRN-5780499
28 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5780499 The complaint Mrs M and Mr O complain that HSBC UK Bank Plc won’t reimburse the money they’ve lost to a scam. What happened Mrs M and Mr O say they’ve fallen victim to a cryptocurrency investment scam. In July 2021, they sent the payments in the table below to an individual’... (3 pages)View decision
