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 381196 results
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Decision Reference DRN-5777739
29 Sep 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5777739 The complaint Miss T complains that a car she acquired through a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (‘Startline’) is of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly ... (4 pages)View decision -
Decision Reference DRN-5846431
29 Sep 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5846431 The complaint Mr H complains that Nationwide Building Society lent to him irresponsibly. What happened On 20 April 2024, Mr H applied for a loan with Nationwide. It was agreed on the following terms: Amount Interest Term Repayment Total Payable £20,000 7.8% 72 months £346.1... (5 pages)View decision -
Decision Reference DRN-5775355
29 Sep 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5775355 The complaint Mr W complains Zopa Bank Limited (Zopa) failed to carry out adequate financial checks before it approved two loan accounts for him. What happened Mr W says Zopa approved two loan accounts each for £5,000 in December 2021 and January 2023 at a time when he had s... (3 pages)View decision -
Decision Reference DRN-5673614
29 Sep 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5673614 The complaint Mr K has complained about Advantage Insurance Company Limited’s decision to avoid his van insurance policy and refuse his claim. Mr K is represented by his father, who I’ll refer to as Mr R to avoid any confusion. This complaint was set up against Hastings In... (4 pages)View decision -
Decision Reference DRN-5835813
29 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5835813 The complaint Mr and Mrs B complain that TSB Bank plc refused to pay the £100 bonus for switching accounts when they attempted to carry out the switch. The complaint is made in joint names as it concerns a joint account. However, for convenience I shall refer to Mr B only in... (2 pages)View decision -
Decision Reference DRN-5750203
29 Sep 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5750203 The complaint Mr A complains that MBNA Limited trading as MBNA (‘MBNA’) didn’t provide a money transfer as advertised, and this has negatively impacted him. Mr A wants his credit card account reinstating with adjustments to rectify what’s happened. He seeks compensation for... (3 pages)View decision -
Decision Reference DRN-5623152
29 Sep 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5623152 The complaint Mr M complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (Barclays) lent to him irresponsibly. What happened In May 2019, Mr M entered into a finance agreement with Barclays as shown below, to buy a car. Date Amount of cre... (3 pages)View decision -
Decision Reference DRN-5834073
29 Sep 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5834073 The complaint Mrs G complains that Lloyds Bank PLC trading as MBNA hasn’t refunded payments she made towards a package holiday. What happened Mrs G booked a two week package holiday for her and her husband which included flights and accommodation at a holiday resort. The tot... (5 pages)View decision -
Decision Reference DRN-5825121
29 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5825121 The complaint Mr and Mrs G complain that, despite their efforts, NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY failed to manually recalculate the overpayments on their mortgage so they weren’t overcharged, and to repay overcharged interest. What happened Whilst this compl... (3 pages)View decision -
Decision Reference DRN-5846361
29 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5846361 The complaint Mrs S is unhappy Starling Bank Limited (“Starling”) hasn’t reimbursed her after she fell victim to an impersonation scam. What happened The details of this complaint are well known to both parties, so I won’t go into too much detail again here. However, in summ... (3 pages)View decision
