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
-
Decision Reference DRN-5297246
6 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5297246 Complaint Mr R has complained about the quality of a car that N.I.I.B Group Limited (trading as “Northridge Finance”) supplied to him through a hire-purchase agreement. Background In June 2024, Northridge Finance provided Mr R with finance for a used car. The car was just o... (5 pages)View decision -
Decision Reference DRN-4829341
6 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4829341 The complaint Miss Z is complaining that Barclays Bank UK PLC didn’t do enough to prevent her from making payments to a scam, and didn’t refund the payments she made. What happened Both parties are familiar with the circumstances of the scam, so I’ll only summarise them here... (3 pages)View decision -
Decision Reference DRN-5375670
6 Mar 2025 esure Insurance Limited Not upheldInsuranceDRN-5375670 The complaint Mr J complains about delays from esure Insurance Limited (‘esure’) while it dealt with a claim made on his car insurance policy. What happened Mr J’s car was damaged in September 2023 after a third party reversed into it. Mr J contacted a Claims Management Co... (3 pages)View decision -
Decision Reference DRN-5282891
6 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5282891 The complaint Mrs C is unhappy with the way Aviva Insurance Limited handled a claim made under a group private medical insurance policy (‘the policy’) she had the benefit of. That includes not paying the costs of a follow up appointment with her consultant after she was no l... (2 pages)View decision -
Decision Reference DRN-5250840
6 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5250840 The complaint Mrs L is unhappy that she’s been the victim of fraud from an account she previously held with Nationwide. What happened In June 2022, Mrs L contacted Nationwide regarding concerns she had about her account. She told the society that she didn’t apply for the cur... (2 pages)View decision -
Decision Reference DRN-5349444
6 Mar 2025 Secure Trust Bank Plc UpheldConsumer CreditDRN-5349444 The complaint Mr K complains about the quality of a used car he acquired through a hire purchase agreement with Secure Trust Bank Plc trading as Moneyway (‘Moneyway’). Mr K says that the car wasn’t of satisfactory quality. What happened Mr K’s complaint is about the quality... (5 pages)View decision -
Decision Reference DRN-5100025
6 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5100025 The complaint Mr R complains that Revolut Ltd (“Revolut”) won’t refund the money he lost as part of a scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events here. In 2023, Mr R saw an advert for a company tha... (6 pages)View decision -
Decision Reference DRN-5292016
6 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5292016 Complaint Mr K 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... (4 pages)View decision -
Decision Reference DRN-5315753
6 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5315753 The complaint M, a limited company, complains that Revolut Ltd won’t refund the money it lost when it was the victim of a scam. What happened M is a limited company that manages a number of rental properties. In September 2023, it was in the process of purchasing a property... (3 pages)View decision -
Decision Reference DRN-4785169
6 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4785169 The complaint Mr G complains that Santander UK Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In October 2020, Mr G was looking for an investment to increase the income he was earning from his savings and came across an ... (4 pages)View decision
