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 391431 results
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Decision Reference DRN-5298293
6 Mar 2025 Plend Limited Not upheldConsumer CreditDRN-5298293 The complaint Mr S complains that Plend Limited (Plend) acted irresponsibly in agreeing to a loan he said he couldn’t afford. What happened In August 2022 Mr S entered into a Fixed Sum Loan agreement with Plend for £10,000. He said the loan was for debt consolidation to clea... (3 pages)View decision -
Decision Reference DRN-5307182
6 Mar 2025 U K Insurance Limited Not upheldInsuranceDRN-5307182 The complaint Mr A complained that U K Insurance Limited (UKI) declined a claim on his buildings insurance policy. What happened Mr A has a buildings insurance policy with UKI. Mr A has said he first took out a policy with UKI in 2021 and has renewed with them each year sinc... (3 pages)View decision -
Decision Reference DRN-5275392
6 Mar 2025 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5275392 The complaint Mr T and Mrs W complain that a Buy To Let (“BTL”) mortgage they took out with The Mortgage Works (UK) plc (“TMW”) was supposed to have an initial fixed interest rate period of five years, but they now know the preferential interest rate is ending some months ea... (2 pages)View decision -
Decision Reference DRN-5371552
6 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5371552 The complaint Mrs L complains that she made exchange rate and bank charge losses when she tried to transfer US dollars {USD) from her account with HSBC UK plc into her husband’s USD account. What happened In September 2024 Mrs L applied to transfer money, in USD, from her US... (2 pages)View decision -
Decision Reference DRN-5003706
6 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5003706 The complaint Miss Z is complaining about Barclays Bank UK PLC because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss Z fell victim to a cruel job scam. After searching online, she responded to an advert offering online work that essenti... (3 pages)View decision -
Decision Reference DRN-5366996
6 Mar 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5366996 The complaint Mr M complains through a representative that Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”) gave him a hire purchase agreement without carrying out sufficient affordability checks. What happened In April 2019, Oodle provided Mr M with ... (5 pages)View decision -
Decision Reference DRN-5299630
6 Mar 2025 Lifesearch Partners Limited UpheldInsuranceDRN-5299630 The complaint Mr R complains that Lifesearch Partners Limited failed to pass on key information to his insurer which led to a claim on his income protection policy being declined. What happened Mr R held a policy with his insurer (who I’ll refer to as ‘R’) which covered him ... (2 pages)View decision -
Decision Reference DRN-5342490
6 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5342490 Complaint Mr T has complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Background One of our inv... (3 pages)View decision -
Decision Reference DRN-4863024
6 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4863024 The complaint Mr R is unhappy that Lloyds Bank PLC won’t allow him to make payments to his Bounce Bank Loan servicing account via direct debit. What happened Mr R, a sole trader, has a Bounce Back Loan (“BBL”) with Lloyds. Mr R’s main business banking is with another bank. H... (3 pages)View decision -
Decision Reference DRN-5375844
6 Mar 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5375844 The complaint Ms M complains Volkswagen Financial Services (UK) Limited trading as Seat Financial Services (VWFS) supplied her with a car that she believes wasn’t of satisfactory quality. What happened In February 2023, Ms M entered into a 60 month hire purchase agreement f... (4 pages)View decision