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-5003706
6 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5003706 The complaint Miss Z is complaining about Barclays Bank UK PLC because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss Z fell victim to a cruel job scam. After searching online, she responded to an advert offering online work that essenti... (3 pages)View decision -
Decision Reference DRN-5366996
6 Mar 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5366996 The complaint Mr M complains through a representative that Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”) gave him a hire purchase agreement without carrying out sufficient affordability checks. What happened In April 2019, Oodle provided Mr M with ... (5 pages)View decision -
Decision Reference DRN-5299630
6 Mar 2025 Lifesearch Partners Limited UpheldInsuranceDRN-5299630 The complaint Mr R complains that Lifesearch Partners Limited failed to pass on key information to his insurer which led to a claim on his income protection policy being declined. What happened Mr R held a policy with his insurer (who I’ll refer to as ‘R’) which covered him ... (2 pages)View decision -
Decision Reference DRN-5342490
6 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5342490 Complaint Mr T has complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Background One of our inv... (3 pages)View decision -
Decision Reference DRN-4863024
6 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4863024 The complaint Mr R is unhappy that Lloyds Bank PLC won’t allow him to make payments to his Bounce Bank Loan servicing account via direct debit. What happened Mr R, a sole trader, has a Bounce Back Loan (“BBL”) with Lloyds. Mr R’s main business banking is with another bank. H... (3 pages)View decision -
Decision Reference DRN-5375844
6 Mar 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5375844 The complaint Ms M complains Volkswagen Financial Services (UK) Limited trading as Seat Financial Services (VWFS) supplied her with a car that she believes wasn’t of satisfactory quality. What happened In February 2023, Ms M entered into a 60 month hire purchase agreement f... (4 pages)View decision -
Decision Reference DRN-5314106
6 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5314106 The complaint Mr and Mrs I are unhappy with the claims process used by Aviva Insurance Limited when making a claim under their private medical insurance policy (‘the policy’). They’re also unhappy with the service received from Aviva Insurance Limited and the quote they rece... (2 pages)View decision -
Decision Reference DRN-4885509
6 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4885509 The complaint and background. Mr and Mrs T complain Nationwide Building Society won’t reimburse over £20,000 that they lost to an investment scam, as follows: Payment number Date Amount 1 8 August 2022 £235.27 2 27 August 2022 £2,006 3 1 November 2022 £1 4 1 November 2022 £... (2 pages)View decision -
Decision Reference DRN-5332792
6 Mar 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5332792 The complaint Miss A complains that Zopa Bank Limited (“Zopa”) gave her a hire purchase agreement where the interest rate that has been applied to the agreement is too high given that Miss A says she has “…good credit…”. What happened In May 2024, Zopa provided Miss A with ... (3 pages)View decision -
Decision Reference DRN-5326175
6 Mar 2025 Equiniti Financial Services Limited Not upheldInvestmentsDRN-5326175 The complaint Mr B complains about issues he encountered when dealing with Equiniti Financial Services Limited when trying to sell some shares. What happened In August 2024 Mr B complained to Equiniti as he was frustrated with how he had been treated when trying to sell some... (2 pages)View decision
