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 368546 results
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Decision Reference DRN-5378019
17 Jun 2025 First Response Finance Ltd UpheldConsumer CreditThe complaint Miss J is unhappy that a car supplied to her under a hire purchase agreement with First Response Finance Ltd (First Response) was of an unsatisfactory quality. When I refer to what Miss J has said and what First Response have said, it should also be taken to include things sa... (6 pages)View decision -
Decision Reference DRN-5503976
17 Jun 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5503976 The complaint Mr H complains that Barclays Bank UK PLC did not switch his buy-to-let mortgage to a new fixed interest rate on time. As a result, his mortgage reverted to the standard variable rate (SVR). What happened Mr H has a buy-to-let mortgage with Barclays. It had a fi... (3 pages)View decision -
Decision Reference DRN-5520491
17 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5520491 The complaint Mr B complains Barclays Bank UK PLC (trading as Tesco Bank) failed to refund his deposit for a vehicle he declined to purchase. What happened On around 3 August 2024, Mr B sought to trade-in his 17-year-old caravan for a newer one from a caravan supplier (which... (5 pages)View decision -
Decision Reference DRN-5563236
17 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5563236 The complaint Mrs C says Vanquis Bank Limited, irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a credit card. She says that her financial situation was precarious when she took the card, and Vanquis s... (3 pages)View decision -
Decision Reference DRN-5629195
17 Jun 2025 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-5629195 The complaint Mr H is unhappy with how Home Retail Group Card Services Limited, trading as Argos, have administered his credit account. What happened Mr H had a credit account with Argos which had an outstanding balance. In February 2018, Mr H entered a debt management plan ... (3 pages)View decision -
Decision Reference DRN-5627049
17 Jun 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5627049 The complaint Mr and Mrs C have complained about the amount Royal & Sun Alliance Insurance Limited (“RSA”) offered them in settlement of their claim for a damaged kitchen. They’re also unhappy with how their claim was handled. What happened In May 2024 Mr and Mrs C made... (4 pages)View decision -
Decision Reference DRN-5308202
17 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5308202 The complaint Mr T has complained that Monzo Bank Ltd hasn’t reimbursed the money he says he’s lost to a scam. What happened Mr T says he’s fallen victim to an investment scam. In 2022, a trusted professional acquaintance introduced Mr T to an investment opportunity with a c... (5 pages)View decision -
Decision Reference DRN-5596602
17 Jun 2025 Western Union Payment Services GB Limited Not upheldBanking and PaymentsDRN-5596602 The complaint Ms E complains that Western Union Payment Services GB Limited (“Western Union”) paid out unusable bank notes to the recipient of her money transfer. What happened Ms E used Western Union to transfer funds to a third party overseas. The recipient collected the ... (2 pages)View decision -
Decision Reference DRN-5503435
17 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5503435 The complaint Ms D complains about the actions taken by Santander UK Plc (‘Santander’) and the service it provided when she wanted to t ake a large cash sum out of her account. What happened On 8 October 2024, Ms D wanted to withdraw a five-figure amount from her Santander ... (4 pages)View decision -
Decision Reference DRN-5579421
17 Jun 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5579421 The complaint Mr S complains that Stellantis Financial Services UK Limited (SFS) would not allow him to cancel his hire agreement, and he is unhappy with what happened after his agreement was settled. When I refer to what Mr S and SFS have said and/or done, it should also b... (4 pages)View decision
