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 401363 results
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Decision Reference DRN-6280644
21 Apr 2026 Tandem Motor Finance Limited UpheldConsumer CreditDRN-6280644 The complaint Mr J complains that Tandem Motor Finance Limited has mishandled the ending of an agreement when the car was found not to be of satisfactory quality. What happened In December 2024 Mr J entered into a four-year hire purchase agreement for a used car. The car was... (4 pages)View decision -
Decision Reference DRN-6245696
21 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6245696 The complaint and background Miss M complains HSBC UK Bank Plc won’t reimburse £900 that she lost when she fell victim to a police impersonation scam. Our investigator didn’t uphold the complaint. She didn’t think the two payments looked suspicious such that HSBC ought to h... (2 pages)View decision -
Decision Reference DRN-6161432
21 Apr 2026 Omni Capital Retail Finance Limited Not upheldConsumer CreditDRN-6161432 The complaint Mr M complains about how Omni Capital Retail Finance Limited (‘OC’) responded to a claim he made to it in respect of medical treatment he paid for using the fixed sum loan it provided. What happened The parties are familiar with the background details of this c... (5 pages)View decision -
Decision Reference DRN-6132104
21 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6132104 The complaint Mr D complains that National Westminster Bank Public Limited Company (“NatWest”) disabled online and digital access to his accounts, and in so doing directly worsened Mr D’s situation. What happened Mr D held three credit card accounts with NatWest. From around... (2 pages)View decision -
Decision Reference DRN-6239375
21 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6239375 The complaint Mr C is unhappy with how Lloyds Bank PLC (Lloyds) handled a refund claim he made. What happened As all parties are familiar with this complaint, I’ll only summarise the key background where necessary within my findings below. What I’ve decided – and why I’ve co... (2 pages)View decision -
Decision Reference DRN-6043654
21 Apr 2026 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-6043654 The complaint Miss F complains that a car acquired under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (“Northridge”) wasn’t of satisfactory quality when it was supplied to her. What happened Both parties are familiar with the backgroun... (4 pages)View decision -
Decision Reference DRN-6050337
21 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6050337 The complaint Mr D complains that MONZO BANK LIMITED provided him with an overdraft which was unaffordable. What happened Mr D was granted a £500 overdraft by Monzo in July 2018. The limit increased and decreased multiple times over the years, with it ranging between £50 an... (3 pages)View decision -
Decision Reference DRN-6108187
21 Apr 2026 First Holiday Finance Ltd Not upheldConsumer CreditDRN-6108187 The complaint Mr and Mrs D’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What h... (6 pages)View decision -
Decision Reference DRN-6300526
21 Apr 2026 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-6300526 The complaint Ms G has complained that Great Lakes Insurance UK Limited declined a claim she made on a travel insurance policy. What happened Ms G was on a trip abroad in June 2025 and left her resort accommodation early due to a cockroach infestation. She then made changes... (3 pages)View decision -
Decision Reference DRN-6239141
21 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6239141 The complaint Mrs B complains that Barclays Bank UK PLC trading as “Tesco Bank” credited her credit card account with £399.20 in error and delayed sorting the issue out. What happened I won’t repeat all the facts here, as those aren’t in dispute. I have reviewed the entire ... (3 pages)View decision