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 380712 results
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Decision Reference DRN-5710169
14 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5710169 The complaint Mr D complains Barclays Bank UK PLC’s IT outage meant his wages were lost and this caused severe financial hardship and distress. What happened Mr D was sent a payslip and it said he’d be paid on 7 March 2025. Mr D didn’t receive his wages and Barclays had an... (4 pages)View decision -
Decision Reference DRN-5605452
14 Aug 2025 U K Insurance Limited UpheldInsuranceDRN-5605452 The complaint Mr I is complaining about the way that U K Insurance Limited trading as Churchill have dealt with his request to add a temporary vehicle under his motor insurance policy. What happened Mr I had a motor insurance policy with Churchill which allowed him to add a ... (2 pages)View decision -
Decision Reference DRN-5497741
14 Aug 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5497741 The complaint Mr D is unhappy that a car supplied to him under a hire purchase agreement with Toyota Financial Services (UK) Plc trading as Mazda Financial Services (‘TFS’) was of an unsatisfactory quality. What happened In August 2024, Mr D was supplied with a new car thro... (4 pages)View decision -
Decision Reference DRN-5501414
14 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5501414 The complaint Mr M is being represented by a claims manager. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr M fell victim to a cruel investment scam. After he responded to an advert he’d seen on so... (4 pages)View decision -
Decision Reference DRN-5699610
14 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5699610 The complaint Ms W is complaining about Moneybarn No.1 Limited. She says they shouldn’t have lent to her as the loan was unaffordable. A representative has raised the complaint on Ms W’s behalf but for ease I’ve written as if we’ve dealt directly with Ms W. What happened In... (3 pages)View decision -
Decision Reference DRN-5625722
14 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5625722 The complaint Mr M’s complaint is about charges he’s been asked to pay by Mitsubishi HC Capital UK PLC, who were Hitachi Capital (UK) Plc and who trade as Novuna. What happened Mr M took receipt of a new car in April 2021. He financed it through a three-year hire agreement... (2 pages)View decision -
Decision Reference DRN-5747963
14 Aug 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5747963 The complaint Mr and Mrs J complain because Inter Partner Assistance SA (‘IPA’) hasn’t paid a claim under their travel insurance policy. All references to IPA include the agents appointed to handle claims and complaints on its behalf. What happened Mr and Mrs J bought a ‘Sil... (4 pages)View decision -
Decision Reference DRN-5728808
14 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5728808 Complaint Mr G complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with him. He’s said that the finance was unaffordable which resulted in ongoing difficulty. Background In December 2014, Black Horse provided Mr G with finance... (6 pages)View decision -
Decision Reference DRN-5399841
14 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5399841 The complaint With the help of a professional representative (PR) Mr D complains that NewDay Ltd trading as Aqua lent to him irresponsibly. For ease, I’ll refer to the PR’s actions as being those of Mr D. What happened In November 2021, Mr D applied for – and was given - a c... (3 pages)View decision -
Decision Reference DRN-5754077
14 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5754077 The complaint Mr A is unhappy Revolut Ltd didn’t refund payments he made as part of a scam. Mr A brings his complaint via professional representatives, but for simplicity I’ve referred to the actions of Mr A throughout this decision. What happened In late 2023 Mr A saw what ... (7 pages)View decision
