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 381082 results
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Decision Reference DRN-5593632
24 Sep 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5593632 The complaint Mr H complains that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited trading as Mobilize Financial Services (RCI) is of unsatisfactory quality. What happened In September 2024 Mr H entered into a hire purchase agreement ... (3 pages)View decision -
Decision Reference DRN-5767362
24 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5767362 The complaint Mr N has complained that AWP P&C S.A. hasn’t fully settled a claim he made on a travel insurance policy. What happened Mr N was on a trip abroad when he lost his bag. He therefore made a claim for lost items. AWP settled the claim in March 2025 for £884. H... (3 pages)View decision -
Decision Reference DRN-5613610
24 Sep 2025 SG Fleet UK Limited Not upheldConsumer CreditDRN-5613610 The complaint Mr B complains that a car that was supplied to him under a hire agreement with SG Fleet UK Limited wasn’t of satisfactory quality. What happened A new car was supplied to Mr B under a hire agreement with SG Fleet that he electronically signed in March 2023. The... (3 pages)View decision -
Decision Reference DRN-5382554
24 Sep 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5382554 The complaint Miss A complains that J.P. Morgan Europe Limited, trading as Chase, won’t reimburse her funds she says she lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In October 2021,... (5 pages)View decision -
Decision Reference DRN-5493382
24 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5493382 The complaint Mr A says Lloyds Bank PLC (“Lloyds”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr A says he reali... (3 pages)View decision -
Decision Reference DRN-5838090
24 Sep 2025 OakNorth Bank plc Not upheldBanking and PaymentsDRN-5838090 The complaint Mrs D complains that an advertisement by OakNorth Bank plc misled her into thinking that interest on her Fixed Rate Cash Individual Savings Account (ISA) would be paid monthly into her nominated account giving her additional regular monthly income. Mrs D’s comp... (2 pages)View decision -
Decision Reference DRN-5288393
24 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5288393 The complaint Mr K complains that Barclays Bank UK PLC hasn’t reimbursed him after he says he fell victim to three cryptocurrency investment scams. What happened The facts of this complaint are well known to both parties, so I will not repeat them again here in detail. The f... (2 pages)View decision -
Decision Reference DRN-5828093
24 Sep 2025 Iwoca Ltd Not upheldBanking and PaymentsDRN-5828093 The complaint Mr F complains that Iwoca Limited (Iwoca) is pursuing him for a debt owed by his limited company, under the terms of a personal guarantee (PG) he says isn’t binding upon him. To put things right, he wants Iwoca to cancel the PG and pay him compensation. What ha... (6 pages)View decision -
Decision Reference DRN-5839268
24 Sep 2025 Iwoca Ltd Not upheldBanking and PaymentsDRN-5839268 The complaint A company I’ll call C complains that it was misled into taking a finance agreement that didn’t meet its needs. What happened In 2023, C approached a broker to obtain finance by way of an unsecured overdraft. When the finance offer came through, the terms were c... (5 pages)View decision -
Decision Reference DRN-5553772
24 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5553772 The complaint Mr E complains Santander UK PLC (“Santander”) refuses to refund him for unauthorised transactions on his account. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In short, Mr E says he discovered two u... (3 pages)View decision
