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-5525033
25 Jun 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5525033 Complaint Mrs C has complained that Clydesdale Bank Plc (trading as “Virgin Money”) irresponsibly provided a credit card as well as a subsequent credit limit increase to her. She says that Virgin Money provided her with this card and then increased her credit limit despite ... (6 pages)View decision -
Decision Reference DRN-5575195
25 Jun 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5575195 The complaint Mr B is unhappy that a car supplied to him under a hire purchase agreement with Tandem Motor Finance Ltd was of an unsatisfactory quality. Mr B has been represented during the claim and complaint process by Mrs B. For ease of reference, I will refer to any com... (4 pages)View decision -
Decision Reference DRN-5637887
25 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5637887 The complaint Mr A and Mrs A’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an... (12 pages)View decision -
Decision Reference DRN-5607152
25 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5607152 The complaint Mr B complains National Westminster Bank Public Limited Company lent to him irresponsibly when they approved his application for an overdraft and failed to adequately monitor his use of it. What happened Mr B complains about the lending decision below and NatW... (4 pages)View decision -
Decision Reference DRN-5065683
25 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5065683 The complaint Mr and Mrs S complain that Bank of Scotland plc, trading as Halifax, won’t reimburse them money they lost to an investment fraud. As the investment was arranged primarily by Mr S, for ease, I have referred to him throughout my decision. What happened As the cir... (3 pages)View decision -
Decision Reference DRN-5535185
25 Jun 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5535185 The complaint Mr M complains that a car supplied to him under a conditional sale agreement with Hyundai Capital UK Limited trading as Hyundai Finance (HF) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were s... (5 pages)View decision -
Decision Reference DRN-5551510
25 Jun 2025 Scottish Widows Limited Not upheldInsuranceDRN-5551510 The complaint Mr Q’s complained – in his capacity as representative of the executor of the late Mr W’s estate – that Scottish Widows Limited can’t confirm how they dealt with three life insurance policies Mr W bought many years ago. What happened Mr W bought three life insur... (2 pages)View decision -
Decision Reference DRN-5647933
25 Jun 2025 Pathlines Pensions UK Limited UpheldPensions and AnnuitiesDRN-5647933 The complaint Mr F has a self-invested personal pension (SIPP) with London & Colonial Services Limited (“L&C”) now Pathlines Pensions UK Limited. Mr F says L&C mismanaged his SIPP and as a result it allowed investments to be made that were not appropriate invest... (37 pages)View decision -
Decision Reference DRN-5524621
25 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5524621 The complaint Ms C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) recorded her loan account as in default on her credit file. What happened My provisional decision of 11 June 2025 set out the background to this complaint: “Ms C took out her loan e... (4 pages)View decision -
Decision Reference DRN-5633884
25 Jun 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5633884 The complaint Mr S is unhappy that Inter Partner Assistance SA (IPA) declined the claim he made under his travel insurance policy. What happened Mr S bought an annual multi-trip insurance policy that was underwritten by IPA. Mr S says that in August 2023 a bag containing his... (2 pages)View decision
