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-5389227
25 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5389227 The complaint Mrs H complains that Barclays Bank UK PLC hasn’t reimbursed all the money she’s lost to a scam. What happened Mrs H has fallen victim to an investment scam. In late 2022, Mrs H says she was searching for investment opportunities online and came across various f... (4 pages)View decision -
Decision Reference DRN-5588331
25 Jun 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5588331 The complaint Mr D and Mrs P complain that Barclays Bank UK PLC misled them about its criteria for lending buy to let mortgages. What happened Mr D and Mrs P were looking to move house. They were able to go ahead with the purchase of their new property, but having experience... (3 pages)View decision -
Decision Reference DRN-5213979
25 Jun 2025 Black Horse Limited Not upheldConsumer CreditDRN-5213979 The complaint Mrs W complains that Black Horse Limited supplied her with a faulty car. Mrs W would like to reject the car. What happened Mrs W entered into a hire purchase agreement with Black Horse for a used car in April 2023. The car was under two years old and had a mil... (3 pages)View decision -
Decision Reference DRN-5396713
25 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5396713 The complaint A limited company, which I’ll refer to as ‘N’ complains about how Lloyds Bank PLC have administered its Business Current Account (“BCA”) and Bounce Back Loan (“BBL”). N’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr C’. What h... (3 pages)View decision -
Decision Reference DRN-5372445
25 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5372445 The complaint Mr H is unhappy that National Westminster Bank Public Limited Company (“NatWest”) won’t reimburse a payment that he made by mistake to his Bounce Back Loan (“BBL”). What happened In August 2024, Mr H paid £281.72 into his BBL by mistake. Mr H called NatWest and... (2 pages)View decision -
Decision Reference DRN-5646605
25 Jun 2025 esure Insurance Limited UpheldInsuranceDRN-5646605 The complaint Mr M complains about how esure Insurance Limited (‘esure’) handled a claim made on his car insurance policy, and the total loss valuation it paid for his car. What happened In May 2024, Mr M contacted esure to make a claim on his car insurance policy after his... (6 pages)View decision -
Decision Reference DRN-5522764
25 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5522764 The complaint Ms B complains that Aviva Insurance Limited declined a claim on her legal expenses insurance policy. Where I refer to Aviva, this includes its agents and claims handlers acting on its behalf. What happened In 2019, Ms B had a new boiler fitted in her home. Ther... (3 pages)View decision -
Decision Reference DRN-5543904
25 Jun 2025 Next Retail Limited Not upheldBanking and PaymentsDRN-5543904 The complaint Mr C complains Next Retail Limited trading as Next Online (“Next”) lent to him irresponsibly. Mr C is represented by a professional third party, but for ease of reference I’ll mostly refer to Mr C throughout. What happened In January 2021, Mr C applied for an... (2 pages)View decision -
Decision Reference DRN-5455204
25 Jun 2025 Allegiant Finance Services Limited Not upheldClaims ManagementDRN-5455204 The complaint Mr P complains about fees Allegiant Finance Services Limited charged him after a lender settled an unaffordable lending complaint. What happened In October 2020, Mr P asked Allegiant to represent him in relation to a mis-sale claim. This was against a loan pro... (4 pages)View decision -
Decision Reference DRN-5534427
25 Jun 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5534427 The complaint The Estate of Ms M (“the Estate”) complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (the “Lender”) acted unfairly and unreasonably by being party to an unfair credit relationship with Ms M under Section 140A of the Consumer Credit A... (7 pages)View decision
