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 380824 results
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Decision Reference DRN-5860925
23 Oct 2025 Black Horse Limited Not upheldConsumer CreditDRN-5860925 The complaint Mrs S complains that Black Horse Limited (Black Horse), trading as Land Rover Financial Services (LFS), failed to explain the implications of exceeding the mileage allowance on her Hire Purchase Agreement. She would like the excess mileage charge reviewed to ... (3 pages)View decision -
Decision Reference DRN-5782950
23 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5782950 The complaint Ms H complains that Lloyds Bank Plc hasn’t refunded the money she lost when she fell victim to what she believes was a scam. Ms H is represented in this complaint by a solicitor, but for simplicity I have generally referred to Ms H throughout this decision, ev... (3 pages)View decision -
Decision Reference DRN-5861304
23 Oct 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5861304 The complaint Mr B complains about a car supplied under a hire purchase agreement, provided by Go Car Credit Limited (‘GCC’). What happened Around July 2024 Mr B acquired a used car under a hire purchase agreement with GCC. The car is listed with a cash price of £14,220 on ... (3 pages)View decision -
Decision Reference DRN-5555739
23 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5555739 The complaint Mr H complains that National Westminster Bank PLC (NatWest) didn’t do enough to protect him when he fell victim to a scam. Mr H is represented in this matter, but for ease of reading I will refer to Mr H throughout this decision. What happened Between early Jan... (3 pages)View decision -
Decision Reference DRN-5757913
23 Oct 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5757913 The complaint Mrs E complains about Accredited Insurance (Europe) Ltd (“AIL”) and the way they have progressed the fire damage claim she made on her home insurance policy. This includes the quality of the initial works undertaken, their settlement policy and their communicat... (6 pages)View decision -
Decision Reference DRN-5833180
23 Oct 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5833180 The complaint Mr D complains that Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) refused his request to reject a car. What happened In January 2024 Mr D acquired a new electric car at a cost of £52,985, funded in part by a hire purchase... (3 pages)View decision -
Decision Reference DRN-5721615
23 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5721615 The complaint Mr W complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to him. What happened Mr W was approved for a Virgin Money credit card in February 2022 with a £6,600 credit limit. The credit limit was increased to £11,600 in November 2022. Mr... (4 pages)View decision -
Decision Reference DRN-5845496
23 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5845496 The complaint Mr A complains about how Nationwide Building Society (‘Nationwide’) handled matters when his car broke down. What happened The background to this complaint is well known to both parties, so I have just provided a brief overview of key events here. Mr A had a ... (2 pages)View decision -
Decision Reference DRN-5417869
23 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5417869 The complaint Mrs W, who brings her complaint with the assistance of a professional representative, complains that National Westminster Bank PLC (‘NatWest’) didn’t reimburse funds she lost to fraud. What happened As the circumstances of this complaint are well-known to both ... (3 pages)View decision -
Decision Reference DRN-5805508
23 Oct 2025 Klarna Financial Services UK Limited Not upheldConsumer CreditDRN-5805508 The complaint Miss P is unhappy that Klarna Financial Services UK Limited (Klarna) failed to adequately protect her account. What happened On 13 January 2025, Miss P contacted Klarna to explain her account had been used fraudulently and transactions to two retailers were not... (3 pages)View decision
