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 375868 results
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Decision Reference DRN-5525698
31 Jul 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5525698 The complaint Miss R complains that Madison CF UK Limited trading as 118 118 Money have irresponsibly lent to her. Miss R is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have ma... (2 pages)View decision -
Decision Reference DRN-5383503
31 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5383503 The complaint Ms M complains National Westminster Bank Public Limited Company (NatWest) lent to her irresponsibly when they gave her a £500 overdraft. She’s also unhappy NatWest didn’t complete her account switch by repaying her overdrawn balance on the account she was switc... (3 pages)View decision -
Decision Reference DRN-5462268
31 Jul 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5462268 The complaint Mrs R is unhappy with AXA PPP Healthcare Limited (AXA) about the quality of service received from the specialist on her private medical insurance policy. Mrs R is being represented on this complaint by her husband, Mr R. What happened The background to this com... (2 pages)View decision -
Decision Reference DRN-5706996
31 Jul 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5706996 The complaint Mr T complains about the way that Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services, has dealt with the hire purchase agreement under which a car was supplied to him. What happened A used car was supplied to Mr T under a hire purcha... (3 pages)View decision -
Decision Reference DRN-5686682
31 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5686682 The complaint Ms M complains NewDay Ltd trading as Fluid (NewDay) failed to carry out sufficient financial checks before it approved a credit card account for her. What happened Ms M says in May 2018 NewDay approved a credit card account for her with a credit limit of £600. ... (3 pages)View decision -
Decision Reference DRN-5628455
31 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5628455 The complaint Miss C complains that Barclays Bank UK PLC unfairly closed her accounts and failed to make reasonable adjustments for her. What happened Around February, Barclays decided to close Miss C’s accounts – citing unreasonable behaviour on her part as its reason. Miss... (2 pages)View decision -
Decision Reference DRN-5388912
31 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5388912 The complaint Miss S complains that a car that was supplied to her under a conditional sale agreement with Moneybarn No. 1 Limited, trading as Moneybarn, wasn’t of satisfactory quality. Miss S’s partner is also involved in her complaint. What happened A used car was supplied... (3 pages)View decision -
Decision Reference DRN-5599081
31 Jul 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5599081 The complaint Mrs S complains about the charge that’s been made by Mercedes-Benz Financial Services UK Limited for a car charger when she returned the car at the end of a hire purchase agreement and about other issues that she’s experienced. What happened A new car was suppl... (3 pages)View decision -
Decision Reference DRN-5726392
31 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5726392 The complaint Miss A complains NewDay Ltd (“NewDay”) irresponsibly provided her with credit cards and increased her limit when it wasn’t affordable. What happened In May 2022, Miss A applied for a credit card with NewDay (Marbles). The application was accepted, and she was ... (4 pages)View decision -
Decision Reference DRN-5723254
31 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5723254 The complaint Mr C complains that Bank of Scotland plc trading as Halifax failed in its duty to protect him when he fell victim to a scam. He said that his payments should have been detected by Halifax’s fraud detection systems and that had Halifax intervened, the scam would... (4 pages)View decision
