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
-
Decision Reference DRN-5371431
25 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5371431 The complaint Mr K complains that National Westminster Bank Public Limited Company didn’t protect him against losing money to a scam. Mr K has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr K, where I also mean the repre... (3 pages)View decision -
Decision Reference DRN-5800498
25 Sep 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5800498 The complaint Mr E complains Frasers Group Financial Services Limited (“Frasers Group”) mistakenly took a second £30 direct debit from him and didn’t reverse it until several days later. What happened On 13 March 2025, Frasers Group collected £30 from Mr E’s bank account by ... (2 pages)View decision -
Decision Reference DRN-4684362
25 Sep 2025 Countrywide Assured Plc Not upheldInsuranceDRN-4684362 The complaint Mr and Mrs K complain they were mis-sold a reviewable whole of life policy by Countrywide Assured Plc. They say they have had the policy for 30 years and have recently been told either a dramatic increase in premiums or a dramatic drop in level of cover was req... (8 pages)View decision -
Decision Reference DRN-4803274
25 Sep 2025 XACE Limited Not upheldBanking and PaymentsDRN-4803274 The complaint Mrs D complains that XACE Limited (as the recipient bank) didn’t do enough to prevent her from losing money to what she says was a scam. Mrs D has used a representative to bring her complaint. But, for ease of reading, I’ll mostly just refer to Mrs D herself, ... (3 pages)View decision -
Decision Reference DRN-5640825
25 Sep 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5640825 The complaint With the help of a professional representative (PR), Miss S complains that Oodle Financial Services Limited lent to her irresponsibly. For ease, I’ll mainly refer to the actions of the PR as being those of Miss S. What happened Miss S entered into a Hire Purcha... (3 pages)View decision -
Decision Reference DRN-5805415
25 Sep 2025 Zurich Assurance Ltd Not upheldInvestmentsDRN-5805415 The complaint Mr S’ complaint is about a mortgage endowment policy he had with Zurich Assurance Ltd. He is unhappy with the amount he received when he surrendered the endowment policy and with the information and service he received from Zurich in April 2025 when he was conc... (4 pages)View decision -
Decision Reference DRN-5756746
24 Sep 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5756746 The complaint Mr H complains that a loan that was made to him by Barclays Bank UK PLC was unaffordable for him. What happened Mr H applied to Barclays Bank for a £50,000 loan in December 2024. His application was accepted and Mr H entered into a fixed sum loan agreement with... (4 pages)View decision -
Decision Reference DRN-5806353
24 Sep 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5806353 The complaint Mr R complains about end of contract charges when his agreement with Hyundai Capital UK Limited trading as Hyundai Finance Contract Hire ended. What happened Mr R was supplied with a car and entered into a finance agreement with Hyundai. At the end of the agree... (3 pages)View decision -
Decision Reference DRN-5796740
24 Sep 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-5796740 The complaint Mr S complains that Ald Automotive charged him an administrative fee when he incurred a parking fine. What happened Mr S was supplied with a car and entered into a finance agreement with Ald Automotive. On 1 March 2025 Mr S parked at a train station car park. H... (2 pages)View decision -
Decision Reference DRN-5829221
24 Sep 2025 Tesco Personal Finance Limited Not upheldInsuranceDRN-5829221 The complaint Mr R complains about how Tesco Personal Finance Limited – trading as Tesco Insurance – handled a claim on his motor insurance. What happened Mr R took out a Tesco motor insurance policy at the start of September 2024 via a comparison website. Later that month h... (3 pages)View decision
