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 365360 results
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Decision Reference DRN-5295443
8 May 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5295443 The complaint Mr O is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited (‘BMWFS’) was of an unsatisfactory quality. Mr O has been represented during the claim and complaint process by Miss O. For ease of reference, ... (3 pages)View decision -
Decision Reference DRN-4942870
8 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4942870 The complaint Miss I complains that Barclays Bank UK PLC didn’t do enough to protect her when she fell victim to a scam. What happened Miss I arranged to buy some designer items from someone after seeing the items advertised through a reputable second hand company. However, ... (2 pages)View decision -
Decision Reference DRN-5503179
8 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5503179 The complaint Mr and Mrs S complain that Nationwide Building Society (‘Nationwide’) should pay them more compensation than it has offered, after admitting it made a mistake when opening their new joint account. What happened In November 2024, Mr and Mrs S visited a Nationwi... (3 pages)View decision -
Decision Reference DRN-5361262
8 May 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5361262 The complaint X complains Wise Payments Limited closed his account without reason and have retained the account balance. X is represented on this complaint, but I will refer to X directly throughout. What happened The detailed background to this complaint is well known to ... (3 pages)View decision -
Decision Reference DRN-5352189
8 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5352189 The complaint Mr W complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr W applied for a credit card with Aqua in January 2019. In his application, Mr W said he was emp... (3 pages)View decision -
Decision Reference DRN-5228832
8 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5228832 The complaint Mrs M complains Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a scam. What happened Mrs M told us she learnt about an investment trading company on TV and after reviewing its website decided to invest. She said she started wit... (4 pages)View decision -
Decision Reference DRN-5512979
8 May 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5512979 The complaint Mr E complains that American Express Services Europe Limited (Amex) lent irresponsibly when it approved his credit card application. What happened Mr E applied for an Amex credit card in April 2022. In his application, Mr E gave an income of £37,000 a year. Am... (3 pages)View decision -
Decision Reference DRN-5447365
8 May 2025 ManyPets Ltd UpheldInsuranceDRN-5447365 The complaint Miss T has complained that contrary to what she was told when she bought her lifetime pet policy from Many Pets Limited (formerly Bought by Many Ltd) that her premium wouldn’t increase due to claims, she discovered that her renewal premium has now doubled due t... (3 pages)View decision -
Decision Reference DRN-5529422
8 May 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5529422 The complaint Mr and Mrs P’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying claims under Section 75 Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) of the being party to an unfair ... (22 pages)View decision -
Decision Reference DRN-5512852
8 May 2025 Access Self Storage (Insurance Administration) Limited Not upheldInsuranceDRN-5512852 The complaint Miss A has complained about Access Self Storage (Insurance Administration) Limited (“ASSL”). She believes a self-storage insurance policy was mis-sold to her. What happened Miss A had an insurance policy for items kept in a storage unit ... (4 pages)View decision
