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 365360 results
-
Decision Reference DRN-5208156
7 May 2025 Barclays Bank Plc Not upheldInvestmentsDRN-5208156 The complaint Mr G complains that Barclays Bank Plc (‘Barclays’) unreasonably delayed the transfer of his ISA. What happened Mr G requested to transfer his stocks and shares ISA to Barclays from a different business which I’ll refer to as ‘the third party’. On 23 May 2023 Mr... (6 pages)View decision -
Decision Reference DRN-5504127
7 May 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5504127 The complaint Ms H complains that after making a claim on her home insurance policy, Royal & Sun Alliance Insurance Limited (‘RSA’) didn’t cover all the damage she claimed for and caused more damage while carrying out repairs. What happened The events of this claim will ... (5 pages)View decision -
Decision Reference DRN-5031852
7 May 2025 Black Horse Limited Not upheldConsumer CreditDRN-5031852 The complaint Mr L complains about a car supplied to him using a hire purchase agreement taken out with Black Horse Limited (“Black Horse”). What happened In March 2023, Mr L acquired a used car using a hire purchase agreement with Black Horse. The car was around seven and ... (5 pages)View decision -
Decision Reference DRN-5515286
7 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5515286 The complaint Mr and Mrs M have complained that Lloyds Bank PLC (“Lloyds”) didn’t inform them that the travel insurer on its Club Platinum account had changed. Mr and Mrs M say they later discovered that the new insurer wouldn’t cover the same pre- existing medical condition... (3 pages)View decision -
Decision Reference DRN-5441489
7 May 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5441489 The complaint Mr P complains that Nationwide Building Society lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr P applied for a credit card with Nationwide in July 2021. In his application, Mr P said he wa... (3 pages)View decision -
Decision Reference DRN-5316555
7 May 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5316555 The complaint Mr R complains that the car he acquired through a PCP agreement with CA AUTO FINANCE UK LTD wasn’t of satisfactory quality. He wants to reject the car and terminate the finance agreement. What happened Mr R entered a PCP agreement in September 2023 to acquire a... (4 pages)View decision -
Decision Reference DRN-5094185
7 May 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5094185 The complaint Mrs W is unhappy that a car supplied to her under a conditional sale agreement with Santander Consumer (UK) Plc (Santander) was of an unsatisfactory quality. What happened In August 2023 Mrs W was supplied with a used car through a conditional sale agreement wi... (5 pages)View decision -
Decision Reference DRN-4971719
7 May 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-4971719 The complaint Ms G has complained about the service received off the back of purchasing goods using her Frasers Group Financial Services Limited (“FGFS”) credit agreement. What happened In February 2024 Ms G ordered a sofa and two armchairs set for around £400 from a retail... (4 pages)View decision -
Decision Reference DRN-5356266
7 May 2025 Enro Limited Not upheldInsuranceDRN-5356266 The complaint Mr A complains about the sale of a business protection policy he took out with Enro Limited, trading as Superscript (‘Enro’). Mr A says the policy was mis-sold. What happened In June 2024 Mr A took out a business protection policy for his business online. The b... (3 pages)View decision -
Decision Reference DRN-5475341
7 May 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5475341 The complaint Miss M has complained that Domestic & General Insurance Plc unfairly refused to consider her claim to repair her TV and then cancelled her gadget policy. She also complained about the rude and poor service she received. What happened Miss M said her father... (3 pages)View decision
