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 365360 results
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Decision Reference DRN-5232778
30 Apr 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5232778 The complaint Miss M is unhappy that a car supplied to her under a hire purchase agreement with Stellantis Financial Services UK Limited was of an unsatisfactory quality. What happened In February 2023, Miss M was supplied with a used car through a hire purchase agreement w... (4 pages)View decision -
Decision Reference DRN-5355077
30 Apr 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5355077 The complaint Mr D has complained that Royal & Sun Alliance Insurance Limited declined a claim he made under a buildings insurance policy. Reference to either party includes their respective representatives. What happened The circumstances aren’t in dispute, so I’ll su... (5 pages)View decision -
Decision Reference DRN-5501781
30 Apr 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5501781 The complaint Miss G complains Startline Motor Finance Limited (SMFL) supplied a car under a hire purchase agreement which wasn’t of satisfactory quality. What happened Miss G entered into the hire purchase agreement on 17 June 2022 in order to acquire a used car. The car w... (5 pages)View decision -
Decision Reference DRN-5497426
30 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5497426 The complaint Mr E complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) was irresponsible in its lending to him. He wants the outstanding balance on his loan written off, a refund of his gambling-related losses and compensation for the distress this situ... (4 pages)View decision -
Decision Reference DRN-5374966
30 Apr 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5374966 The complaint Mr and Mrs M complain National Savings and Investments (“NS&I”) misled them about the interest rate they’d receive on their new bond. What happened Mr and Mrs M had a bond with NS&I that was due to mature on 27 January 2024. They say they applied to ren... (2 pages)View decision -
Decision Reference DRN-5497023
30 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5497023 The complaint Mrs T complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) sent funds from her credit card account to the wrong recipient when she requested a balance transfer. What happened On 11 February 2024, Mrs T instructed a balance transfer from her Tesc... (3 pages)View decision -
Decision Reference DRN-5521992
30 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5521992 The complaint Mr and Mrs O complain that Barclays Bank UK PLC didn’t offer them support and flexibility with their commercial mortgage. What happened In 2012 Mr and Mrs O took out a commercial mortgage with Barclays. They used the funds towards the purchase of a business pro... (4 pages)View decision -
Decision Reference DRN-5495599
30 Apr 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5495599 The complaint Mrs K, using a professional representative (“the PR”), has complained that Tesco Personal Finance Limited, trading as ‘Tesco Bank’, acted unfairly and unreasonably by declining to pay a claim under Section 75 of the Consumer Credit Act 1974 (“CCA”). What happe... (3 pages)View decision -
Decision Reference DRN-5519488
30 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5519488 The complaint Mr P complains that Barclays Bank UK PLC unfairly closed his account. He’s also unhappy that a buffer on his overdraft resulted in a direct debit payment processing successfully. What happened Around June last year, Mr P contacted Barclays after a direct debit ... (5 pages)View decision -
Decision Reference DRN-5488389
30 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5488389 The complaint Miss B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss B applied for an Aqua credit card in December 2021. Aqua’s confirmed Miss B gave her incom... (3 pages)View decision
