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 375264 results
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Decision Reference DRN-5514663
22 Jul 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5514663 The complaint Mr B complains that Northern Bank Limited trading as Danske Bank, won’t remove items of expenditure from his account even though they were purchased by his wife, and Danske acknowledges that it should not have issued a card for a joint account. What happened Mr... (2 pages)View decision -
Decision Reference DRN-5705158
22 Jul 2025 Just Retirement Money Limited Not upheldMortgagesDRN-5705158 The complaint Mr and Mrs S’ complaint is about an equity release mortgage they took out with Just Retirement Money Limited. It’s a joint complaint, but all of our dealings have been with Mr S. The essence of the complaint is that Mr S has a number of questions about the met... (2 pages)View decision -
Decision Reference DRN-5687163
22 Jul 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5687163 The complaint Miss J complains about Ageas Insurance Limited’s decision to decline her claim under a motorcycle insurance policy. What happened Miss J had a motorcycle insurance policy with Ageas. In August 2024, Miss J’s motorcycle was stolen from outside her house. She rep... (2 pages)View decision -
Decision Reference DRN-5681900
22 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5681900 The complaint Mr M complained about the service provided by Barclays Bank UK PLC when he was unable to make an urgent international transfer. What happened On 13 March 2025, when Mr M attempted to transfer a four-figure payment from his Barclays account to a third-party ac... (4 pages)View decision -
Decision Reference DRN-5509842
22 Jul 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5509842 The complaint Mr S’s complaint is about the rejection of a claim made under the legal expenses section of his landlord insurance policy with ARAG Legal Expenses Insurance Company Limited. What happened Mr S took out the policy with ARAG in March 2023. In March 2024, Mr S mad... (5 pages)View decision -
Decision Reference DRN-5509170
22 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5509170 The complaint Mr H complains that he couldn’t log into his Bank of Scotland plc (BoS) account via its banking app. What happened When Mr H tried to use his BoS bank app he found that it wouldn’t work. Mr H uninstalled and reinstalled the app but still couldn’t log in to his ... (2 pages)View decision -
Decision Reference DRN-5646863
22 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5646863 The complaint Miss K complains that a car supplied with finance from BMW Financial Services (GB) Limited trading as Alphera Financial Services (BMWFS) wasn’t of satisfactory quality. What happened In October 2024 Miss K was supplied with a car and entered into a hire purchas... (3 pages)View decision -
Decision Reference DRN-5509314
22 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5509314 The complaint Mr K complains NewDay Ltd trading as NewPay (“NewDay”) didn’t carry out proportionate checks when lending to him, and the lending was unaffordable. Mr K is represented by a professional third party, but for ease of reference I’ll mostly refer to Mr K throughou... (3 pages)View decision -
Decision Reference DRN-5553098
22 Jul 2025 Bamboo Limited Not upheldConsumer CreditDRN-5553098 The complaint Mr N complains that Bamboo Limited trading as Bamboo Loans irresponsibly lent to him. Mr N says he was struggling with gambling at the time Bamboo lent, and had it carried out sufficient checks, it would have seen that he couldn’t repay what it agreed to lend h... (3 pages)View decision -
Decision Reference DRN-5332597
22 Jul 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5332597 The complaint Miss W complains about the quality of a car supplied to her by Stellantis Financial Services UK Limited (‘SF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role res... (4 pages)View decision
