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 375266 results
-
Decision Reference DRN-5797383
4 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5797383 The complaint Miss C complains Barclays Bank UK PLC wouldn’t raise a direct debit guarantee claim for her without providing additional information which was discriminatory. She also complains about the handling of her claim. What happened Miss C has an account with Barclays.... (3 pages)View decision -
Decision Reference DRN-5695299
4 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5695299 The complaint Mr K complains HSBC UK Bank Plc placed him on long holds and was unable to provide him with the information he was asking for when he called on 2 May 2025. What happened Mr K used to be a customer of HSBC but his accounts have now been closed. He has a number o... (2 pages)View decision -
Decision Reference DRN-5670483
4 Sep 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5670483 The complaint Mrs O complains that Advantage Insurance Company Limited (“Advantage”) mishandled a claim on her motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports utility vehicle, first registered in 2016. Mrs ... (3 pages)View decision -
Decision Reference DRN-5638118
4 Sep 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5638118 The complaint Mr M complains that Zopa Bank Limited (‘Zopa’) didn’t agree to give him a ‘payment holiday’ when he couldn’t afford the minimum repayments to a credit card. He thinks this is unfair and says that both the information he has had from Zopa in the past, and the re... (3 pages)View decision -
Decision Reference DRN-5666516
4 Sep 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5666516 The complaint Miss B complains that Advantage Insurance Company Limited recorded incorrect information on a motor insurance database, resulting in enforcement action by the DVLA. Miss B’s policy was sold and administered by a third-party company on Advantage’s behalf and all... (3 pages)View decision -
Decision Reference DRN-5619439
4 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5619439 The complaint Mr P’s unhappy with the loss incurred after two international payments were rejected. He thinks National Westminster Bank Public Limited Company (NatWest) should have done more to prevent this loss. What happened In late June 2024, Mr P sent payments of £5,034.... (2 pages)View decision -
Decision Reference DRN-5574088
4 Sep 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5574088 The complaint Mr D has complained about the quality of a car he acquired under a hire purchase agreement with First Response Finance Limited (“FRF”). What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything again ... (3 pages)View decision -
Decision Reference DRN-5735307
4 Sep 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5735307 The complaint Mr A complains that the car he acquired through BMW Financial Services(GB) Limited (“BMW”) wasn’t of satisfactory quality. He says its offer of compensation is insufficient. Mr A is represented in his complaint. For ease of reading, any reference to “Mr A” ref... (4 pages)View decision -
Decision Reference DRN-5796267
4 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5796267 The complaint Mr M complains that Revolut Ltd (‘Revolut’) failed to protect him when he fell victim to two separate cryptocurrency investment related scams. Mr M is represented by solicitors in this complaint. What happened Mr M says he came across a social media advert re... (6 pages)View decision -
Decision Reference DRN-5632780
4 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5632780 The complaint Mrs N complains about the level of service provided by U K Insurance Limited (UKI) when she made a claim on her motor insurance policy. She wants further compensation for the trouble and upset caused. Mrs N is represented in this matter by Ms N, a named driver ... (2 pages)View decision
