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 366874 results
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Decision Reference DRN-5350343
9 Apr 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5350343 The complaint Mr J says AXA Insurance UK Plc made the wrong decision about liability when he claimed on his motor insurance policy, leading to higher premiums, and that it provided poor service. What happened Mr J said he’d stopped his car on the main road to perform a thre... (2 pages)View decision -
Decision Reference DRN-5465042
9 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5465042 The complaint Mr R complains about how National Westminster Bank Public Limited Company (NatWest) dealt with his claim for money back, in relation to a car bought on his credit card. Mr R is represented in bringing this complaint by his daughter, for ease I’ll refer to all ... (3 pages)View decision -
Decision Reference DRN-5266925
9 Apr 2025 Lenvi Servicing Limited Not upheldMortgagesDRN-5266925 The complaint Mr L and Mr M complain that Lenvi Servicing Limited (Lenvi) has asked them to pay back 40% of the full sale price of their property to redeem their Help to Buy: Equity Loan (the loan), instead of the valuation figure which was lower. They say that they agreed t... (4 pages)View decision -
Decision Reference DRN-5214317
9 Apr 2025 Black Horse Limited Not upheldConsumer CreditDRN-5214317 The complaint Mr G complains about the quality of a car he has been financing through an agreement with Black Horse Limited (Black Horse). What happened Mr G took receipt of a used car in December 2022. He financed the deal through a hire purchase agreement with Black Horse.... (3 pages)View decision -
Decision Reference DRN-5402678
9 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5402678 The complaint Ms B has a number of complaints related to her credit cards with American Express Services Europe Limited (‘AESEL’) including that it failed to correctly set up a direct debit for her. What happened Ms B has had credit cards with AESEL for a number of years inc... (4 pages)View decision -
Decision Reference DRN-4833851
9 Apr 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4833851 The complaint Mr H is unhappy that Lloyds has decided not to refund him after he was the victim of an investment scam. What happened In October 2020, Mr H invested in an unregulated company (“K”). It claimed to be involved in providing short-term bridging loans to UK proper... (4 pages)View decision -
Decision Reference DRN-4948409
9 Apr 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-4948409 The complaint Mr N is complaining that Santander Consumer (UK) Plc (“SCF”) misrepresented a vehicle they supplied to him. What happened In April 2021, Mr N entered into a conditional sale agreement with SCF to acquire a car. The agreement states the deposit was £2,201 and Mr... (4 pages)View decision -
Decision Reference DRN-4721556
9 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4721556 The complaint Mr B complains that Revolut Ltd has declined to refund disputed transactions that were made from his account. What happened On 6 December 2023, three transactions totalling £810.38 debited Mr B’s account to an online payment processing company. When Mr B discov... (3 pages)View decision -
Decision Reference DRN-5325605
9 Apr 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5325605 The complaint Ms S complains Loans 2 Go Limited (Loans 2 Go) acted irresponsibly when it provided a loan to her when she was already struggling financially. What happened Ms S says Loans 2 Go provided her with a loan of £500 in January 2020 repayable over 78 weeks, at a time... (3 pages)View decision -
Decision Reference DRN-5439348
9 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5439348 The complaint Mr B complains that the overdraft charges Santander UK Plc applied to his account were unaffordable and contributed to his financial difficulties. What happened Mr B held a Santander current account which had an associated overdraft with a limit of £1,000. In... (3 pages)View decision
