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-5596301
8 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5596301 The complaint Mr S is unhappy that a bike supplied to him under a hire purchase agreement with Black Horse Limited trading as Harley-Davidson Finance (‘Black Horse’) was of an unsatisfactory quality. What happened In April 2024, Mr S was supplied with a new bike through a h... (4 pages)View decision -
Decision Reference DRN-5663784
8 Sep 2025 esure Insurance Limited Not upheldInsuranceDRN-5663784 The complaint Mr S complains about how esure Insurance Limited – trading as Sheilas’ Wheels – handled a claim on his motor insurance. What happened Mr S had an esure motor insurance policy. In December 2024, he made a claim on his policy after his car was hit by another vehi... (3 pages)View decision -
Decision Reference DRN-5404602
8 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5404602 The complaint Ms B complains that Monzo Bank Ltd hasn’t reimbursed payments she says she didn’t make or allow anyone else to make. What happened Ms B is disputing several payments totalling around £470 in August 2024. She says she doesn’t recognise them and wasn’t involved. ... (3 pages)View decision -
Decision Reference DRN-5644682
8 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5644682 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved his credit card application. What happened Mr L applied for a Virgin Money credit card in July 2024. In his application, Mr L said he was earning £33,500 a year... (3 pages)View decision -
Decision Reference DRN-5745718
8 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5745718 The complaint Mr J complains that Nationwide Building Society (‘Nationwide’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties and were explained thoroughl... (3 pages)View decision -
Decision Reference DRN-5642906
8 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5642906 The complaint Mr W complains that NewDay Ltd trading as John Lewis Credit Card lent irresponsibly when it approved his credit card application. What happened Mr W applied for a John Lewis credit card with NewDay in December 2022. In his application, Mr W said he was employe... (2 pages)View decision -
Decision Reference DRN-5688559
8 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5688559 The complaint Mr B is unhappy with Nationwide Building Society. Mr B cancelled a standing order only to find a week later Nationwide went ahead and made the payment. Mr B wanted the money back and he asked Nationwide to deal with this via email, so he was upset again when it... (4 pages)View decision -
Decision Reference DRN-5799472
8 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5799472 The complaint Mrs O complains Admiral Insurance (Gibraltar) Limited unfairly settled a motor insurance claim as split liability. Mrs O’s been represented for the claim and complaint at points. For simplicity I’ve referred to the representatives’ actions as being Mrs O’s own... (2 pages)View decision -
Decision Reference DRN-5803650
8 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5803650 The complaint Mr N complains about the way in which Barclays Bank UK PLC dealt with a claim he made under section 75 of the Consumer Credit Act 1974 (“section 75”). The bank operates in this case under its Barclaycard brand. What happened In or around June 2020 Mr N agreed t... (4 pages)View decision -
Decision Reference DRN-5491973
8 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5491973 The complaint Mr G is unhappy as he feels that the hire purchase agreement he entered into with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) was mis-sold. What happened Mr G entered into a hire purchase agreement with AFS in November... (4 pages)View decision
