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 369228 results
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Decision Reference DRN-5521992
30 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5521992 The complaint Mr and Mrs O complain that Barclays Bank UK PLC didn’t offer them support and flexibility with their commercial mortgage. What happened In 2012 Mr and Mrs O took out a commercial mortgage with Barclays. They used the funds towards the purchase of a business pro... (4 pages)View decision -
Decision Reference DRN-5495599
30 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5495599 The complaint Mrs K, using a professional representative (“the PR”), has complained that Tesco Personal Finance Limited, trading as ‘Tesco Bank’, acted unfairly and unreasonably by declining to pay a claim under Section 75 of the Consumer Credit Act 1974 (“CCA”). What happe... (3 pages)View decision -
Decision Reference DRN-5519488
30 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5519488 The complaint Mr P complains that Barclays Bank UK PLC unfairly closed his account. He’s also unhappy that a buffer on his overdraft resulted in a direct debit payment processing successfully. What happened Around June last year, Mr P contacted Barclays after a direct debit ... (5 pages)View decision -
Decision Reference DRN-5488389
30 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5488389 The complaint Miss B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss B applied for an Aqua credit card in December 2021. Aqua’s confirmed Miss B gave her incom... (3 pages)View decision -
Decision Reference DRN-5095426
30 Apr 2025 Brewin Dolphin Limited Not upheldPensions and AnnuitiesDRN-5095426 The complaint Mr & Mrs S complained that Brewin Dolphin Limited trading as RBC Brewin Dolphin (Brewin Dolphin) made mistakes in the administration of their pension funds which led to a loss of confidence in Brewin Dolphin and their subsequent transfer to a new provider. ... (3 pages)View decision -
Decision Reference DRN-5510218
30 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5510218 The complaint Miss B complains Admiral Insurance (Gibraltar) Limited (Admiral) unfairly managed the settlement of her claim on her motor insurance policy after a total loss claim. She also complains about the level of service received. What happened Miss B made a claim on h... (3 pages)View decision -
Decision Reference DRN-5523784
30 Apr 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5523784 The complaint Ms R has complained that Bank of Scotland plc (trading as Halifax) held her liable for a transaction which she says she didn’t make or otherwise authorise. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In summer 20... (6 pages)View decision -
Decision Reference DRN-5422647
30 Apr 2025 Marshmallow Insurance Limited Not upheldInsuranceDRN-5422647 The complaint Mr D complains that Marshmallow Insurance Limited (“Marshmallow”) offered too little to settle his claim following the theft of his car, withdrew a hire vehicle too early, and didn’t cover items within his car, under his motor insurance policy. What happened Mr... (4 pages)View decision -
Decision Reference DRN-5458353
30 Apr 2025 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-5458353 The complaint Mr P complains about a car acquired through a Hire Purchase agreement with Marsh Finance & Commercial Limited (‘Marsh’). Mr P has had problems with the car and said all these problems occurred within the first six months and he now wanted to reject the car.... (8 pages)View decision -
Decision Reference DRN-5483272
30 Apr 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5483272 The complaint Mrs B has complained that Royal & Sun Alliance Insurance Limited (“RSA”) declined a claim she made on her pet insurance policy. Reference to RSA includes its representatives. What happened The circumstances aren’t in dispute, so I’ll summarise the main po... (4 pages)View decision
