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 369228 results
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Decision Reference DRN-5367497
7 Mar 2025 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-5367497 The complaint Mr W complains that Omni Capital Retail Finance Limited declined his application for a loan and hasn’t provided him with the reason why. He believes he may have been declined due to his age. What happened Mr W applied for a loan to cover the cost of his hospita... (5 pages)View decision -
Decision Reference DRN-5375244
7 Mar 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5375244 The complaint Mr S complains that when he made a claim under his home emergency cover for a leaking toilet the engineer sent by Royal & Sun Alliance Insurance Limited only isolated the feed pipe into the toilet, rather than carrying out a full repair. What happened Mr S ... (3 pages)View decision -
Decision Reference DRN-5351063
7 Mar 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5351063 The complaint Miss H says Oakbrook Finance Limited irresponsibly lent to her. What happened Miss H took out two instalments loans from Oakbrook. In October 2018 she took out a £5,000 loan (loan 1) over 24 months. The monthly repayments were £327.64 and the total repayable wa... (3 pages)View decision -
Decision Reference DRN-5373652
7 Mar 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5373652 The complaint The estate of Mr F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with the late Mr F under Section 140A of the Consumer Credit Act 1974 (as amended) (the... (12 pages)View decision -
Decision Reference DRN-5373620
7 Mar 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5373620 The complaint The estate of Mr F’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with the late Mr F under Section 140... (12 pages)View decision -
Decision Reference DRN-5319227
7 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5319227 The complaint Mrs R complains about the level of service she received from Barclays Bank UK PLC trading as Barclaycard (Barclays). What happened Mrs R held a Barclays credit card. In 2019, Mrs R contacted Barclays to explain that she was experiencing financial difficulties. ... (5 pages)View decision -
Decision Reference DRN-5373638
7 Mar 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5373638 The complaint Mrs F and the estate of Mr F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ... (13 pages)View decision -
Decision Reference DRN-5318002
7 Mar 2025 Charter Court Financial Services Limited Not upheldMortgagesDRN-5318002 The complaint Mrs M says it was unfair for Charter Court Financial Services Limited trading as Precise Mortgages to report a default to the credit reference agencies regarding her buy to let mortgage. She asks that it removes the default. What happened Mrs M had a buy to let... (2 pages)View decision -
Decision Reference DRN-5379311
7 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5379311 The complaint A company, which I will refer to as S, complains that Barclays Bank UK Plc wrongly closed its bank account. What happened In 2023, Barclays carried out a Know Your Customer (KYC) review of S’s account. On 18 October 2023 the bank closed S’s bank account, on th... (4 pages)View decision -
Decision Reference DRN-5374100
7 Mar 2025 Capita Life & Pensions Regulated Services Limited Not upheldPensions and AnnuitiesDRN-5374100 The complaint Mr E, with the help of a professional representative, has complained to Capita Life & Pensions Regulated Services Limited trading as Capita SIP Services (Capita) about a transfer of his personal pension policy to a Qualifying Recognised Overseas Pension Sch... (13 pages)View decision
