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 366874 results
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Decision Reference DRN-5222336
10 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5222336 The complaint Mr D complains that Barclays Bank UK PLC trading as Barclaycard lent to him irresponsibly when it gave him a credit card and increased his credit limit. What happened In May 2019, Barclaycard gave Mr D a credit card with a limit of £1,100. In March 2021, it inc... (3 pages)View decision -
Decision Reference DRN-5015271
10 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5015271 The complaint Mrs and Mr H complain that National Westminster Bank Plc (“NatWest”) won’t refund £14,000 they lost to a scam. What happened In August 2019, Mrs and Mr H invested in a company - Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. They found out about the o... (7 pages)View decision -
Decision Reference DRN-5208060
10 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5208060 The complaint Mr and Mrs S complained because Barclays Bank UK PLC refused to refund them for payments they said they hadn’t made. What happened On 17 May 2024, Mr S was on holiday abroad and went to a club. From around 4am there were payments out of Mr and Mrs S’s joint ac... (3 pages)View decision -
Decision Reference DRN-5376020
10 Mar 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5376020 The complaint Mr B complains that Northern Bank Limited trading as Danske Bank (Danske) agreed to lend him money for his sole trader business, only to later change its mind. What happened Mr B told our service that he was told by Danske it was prepared to help him with a bu... (2 pages)View decision -
Decision Reference DRN-5290895
10 Mar 2025 Lendable Ltd Not upheldConsumer CreditDRN-5290895 The complaint Mrs D complains that Lendable Ltd irresponsibly lent her two loans which she couldn’t afford. What happened Mrs D took out a loan with Lendable in January 2018. She borrowed £5,000 plus a fee over a term of four years. The monthly loan repayments were around £1... (3 pages)View decision -
Decision Reference DRN-5376155
10 Mar 2025 Zurich Insurance PLC UpheldInsuranceDRN-5376155 The complaint Mr D, a landlord, has complained about his let property insurer Zurich Insurance PLC. What happened Mr D arranged cover with Zurich starting in July 2020. In February 2023, Mr D made a claim to Zurich. This was because, after his tenant had vacated the propert... (6 pages)View decision -
Decision Reference DRN-5316005
10 Mar 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5316005 The complaint Mr and Ms F complain about Admiral Insurance (Gibraltar) Limited’s decision to turn down a claim made under their buildings insurance policy. Admiral has been represented on the claim by its agents. For simplicity, at points, I’ve referred to the actions of Adm... (3 pages)View decision -
Decision Reference DRN-5382374
10 Mar 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5382374 The complaint Miss S complains that Admiral Financial Services Limited trading as Admiral Money (Admiral) are holding her liable for a loan that she says she didn’t take out or benefit from. What happened The detailed background to this complaint is well known to both parti... (5 pages)View decision -
Decision Reference DRN-5325664
10 Mar 2025 HDI Global Specialty SE UpheldInsuranceDRN-5325664 The complaint Miss B and Ms H complain about the rate HDI Global Specialty SE offered to pay for Ms H’s legal costs following a claim on their legal expenses insurance policy. Miss B and Ms H are joint policyholders, but the complaint is about a claim Ms H made on the policy... (3 pages)View decision -
Decision Reference DRN-5375595
10 Mar 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5375595 Complaint Miss M complains that Startline Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with her. She has said that the proper checks weren’t carried out which led to her being provided with finance that was unaffordable and the stress of ha... (5 pages)View decision
