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 369227 results
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Decision Reference DRN-5411901
24 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5411901 Complaint Mrs N has complained that Tesco Personal Finance Limited (trading as “Tesco Bank”) irresponsibly provided a credit card as well as a subsequent credit limit increase to her. She says that this credit was unaffordable and caused her continued financial difficulty. ... (5 pages)View decision -
Decision Reference DRN-5411878
24 Mar 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5411878 Complaint Miss G complains that Volkswagen Financial Services UK Limited (trading as “Audi” Financial Services) unfairly entered into a hire-purchase agreement with her. She’s said the agreement was unaffordable and so she shouldn’t have been accepted for it. Miss G is bein... (3 pages)View decision -
Decision Reference DRN-5360569
24 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5360569 Complaint Miss T says that Bank of Scotland plc (trading as “Halifax”) unfairly removed her overdraft, closed her account and recorded a default on her credit file. Background Halifax has already agreed that it unfairly allowed Miss T to continuing using her overdraft from ... (2 pages)View decision -
Decision Reference DRN-5408194
24 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5408194 Complaint Mrs H has complained about a credit card which she says Santander UK Plc unfairly lent to her. This credit card was provided by a firm named Cahoot, which was a trading name of Abbey National Plc. Abbey National Plc went on to be acquired by Santander UK Plc and t... (3 pages)View decision -
Decision Reference DRN-5146323
23 Mar 2025 Lloyd's Insurance Company SA Not upheldInsuranceDRN-5146323 The complaint Mr and Mrs M complain about the progress and decisions that Lloyd’s Insurance Company SA (“Lloyds”) has made in relation to a subsidence claim for their holiday home abroad. Any references to Lloyds in this decision include its appointed agents and representati... (3 pages)View decision -
Decision Reference DRN-5051375
23 Mar 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5051375 The complaint Miss R complains about the quality of a car supplied to her by Close Brothers Limited (“Close Brothers”). What happened Miss R entered into a conditional sale agreement with Close Brothers in January 2022 for a used car. The car was around five years old and ha... (4 pages)View decision -
Decision Reference DRN-5142764
23 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5142764 The complaint Miss V is unhappy that a car supplied to her under a hire purchase agreement with NIIB Group Limited trading as Northridge Finance (Northridge) was of an unsatisfactory quality. When I refer to what Miss V has said and what Northridge have said, it should also... (3 pages)View decision -
Decision Reference DRN-5292153
23 Mar 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5292153 The complaint Mr W has complained about advice he was given in 2021 regarding the transfer of his defined-benefit (DB) pension scheme, to a type of personal pension plan known as a SIPP 1 . Harbour Rock Capital Limited is now responsible for answering this complaint. Therefore,... (11 pages)View decision -
Decision Reference DRN-5356626
23 Mar 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5356626 The complaint Mr B complains that Haven Insurance Company Limited (“Haven”) hasn’t refunded him fairly after he was overcharged for a motor insurance policy he took out. What happened In June 2022, Mr B took out a taxi insurance policy with Haven. Haven found there was a cla... (3 pages)View decision -
Decision Reference DRN-5043331
22 Mar 2025 Freetrade Limited UpheldInvestmentsDRN-5043331 The complaint Mr M complains that Freetrade Ltd unreasonably blocked his attempts to place a trade for shares on 26 March 2024. He says it has caused him a financial loss, as by the time a trade could be executed, the price had fallen by $11 per share. What happened Mr M hol... (4 pages)View decision
