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 387322 results
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Decision Reference DRN-5751595
30 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5751595 The complaint Mrs Z complains that Monzo Bank Ltd unfairly loaded a marker about her at Cifas, the national fraud database. What happened Mrs Z had a current account, joint account and business account with Monzo. This decision will focus on Mrs Z’s current account. Monzo w... (4 pages)View decision -
Decision Reference DRN-5930619
30 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5930619 The complaint Mrs P has complained about how Barclays Bank UK PLC trading as Tesco Bank responded to a claim for money back in relation to a purchase made on her credit card. What happened The circumstances are well known so I’m not going to go over everything again in deta... (3 pages)View decision -
Decision Reference DRN-6039313
30 Dec 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-6039313 The complaint Mr P is unhappy that a car supplied to him under a hire purchase agreement with CA AUTO FINANCE UK LTD trading as CA Auto Finance UK (CA Auto) was not of a satisfactory quality. What happened In June 2023 Mr P was supplied with a used car through a hire purchas... (3 pages)View decision -
Decision Reference DRN-5850086
30 Dec 2025 Lendable Ltd Not upheldConsumer CreditDRN-5850086 The complaint Mr J is unhappy that a car supplied to him under a hire purchase agreement with Lendable Ltd trading as Autolend was of an unsatisfactory quality. What happened On 27 March 2023, Mr J was supplied with a used car through a hire purchase agreement with Lendable... (4 pages)View decision -
Decision Reference DRN-6039051
30 Dec 2025 Metro Bank PLC Not upheldConsumer CreditDRN-6039051 The complaint Mr M complains about the quality of a car he acquired under a hire purchase agreement with Metro Bank PLC trading as RateSetter (RateSetter). When I refer to what Mr M and RateSetter have said and/or done, it should also be taken to include things said and/or ... (4 pages)View decision -
Decision Reference DRN-6034386
30 Dec 2025 Chubb European Group SE Not upheldInsuranceDRN-6034386 The complaint The estate of Mrs C is unhappy with the assistance Mrs C received from Chubb European Group SE under her travel insurance policy (‘the policy’) when she required emergency medical treatment abroad. All reference to Chubb includes its medical assistance team an... (4 pages)View decision -
Decision Reference DRN-5970599
30 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5970599 The complaint Mr A complains that HSBC UK Bank Plc (“HSBC”) won’t refund him money, which he believes he lost to an Authorised Push Payment (“APP”) investment scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it in detail h... (4 pages)View decision -
Decision Reference DRN-6014131
30 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6014131 The complaint Miss S complained because Barclays Bank UK PLC refused to refund her for cash withdrawals which she said she hadn’t made. What happened Miss S opened a Barclays account on 16 May 2025. On 16 June, she contacted Barclays and said there were seven cash machine w... (4 pages)View decision -
Decision Reference DRN-6047409
30 Dec 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6047409 The complaint Mr R’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 him under Section 140A of the Consumer Cred... (11 pages)View decision -
Decision Reference DRN-5999605
30 Dec 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5999605 The complaint Mr K complains that Scottish Equitable Plc trading as Aegon (Aegon) won’t allow him to access his retirement benefits in the way he wants from his pension plan without taking financial advice. He says the cost of that advice would erode too much of his fund and... (5 pages)View decision