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-5863678
30 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5863678 The complaint Mr F, through his representative, complains that NewDay Ltd trading as Opus lent to him by approving a credit card which he could not afford to repay. What happened Mr F’s credit card was opened around October 2018 with an initial limit of £600, and further inc... (6 pages)View decision -
Decision Reference DRN-6046899
30 Dec 2025 Black Horse Limited UpheldConsumer CreditDRN-6046899 The complaint Mr O complains about the quality of a car he acquired under a hire purchase agreement with Black Horse Limited (BH). When I refer to what Mr O and BH said or did, it should also be taken to include things said or done on their behalf. What happened In Decembe... (4 pages)View decision -
Decision Reference DRN-5779983
30 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5779983 The complaint Mr G complains that HSBC UK Bank Plc trading as First Direct (First Direct) acted unfairly when it blocked his account without providing an explanation and timescale. Mr G says he lost out financially and wants compensation for the trouble and upset he suffered... (4 pages)View decision -
Decision Reference DRN-6043329
30 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6043329 The complaint Mr F is unhappy with the quality of a car financed using a hire purchase agreement from BMW financial services (GB) limited trading as Alphera Financial Services. What happened In May 2024 Mr F entered into a hire purchase agreement with Alphera for a used car.... (4 pages)View decision -
Decision Reference DRN-6046999
30 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6046999 THE COMPLAINT Mr Z complains that Barclays Bank UK PLC (“Barclays”) will not reimburse him money he says he lost when he fell victim to a fraud. WHAT HAPPENED On 15 December 2025, I issued a provisional decision not upholding this complaint. I attach a copy of that provisi... (4 pages)View decision -
Decision Reference DRN-6039044
30 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6039044 The complaint Mr A is unhappy with the quality of two cars financed using a hire purchase agreement from BMW Financial Services (GB) Limited trading as Alphera Financial Services. What happened In July 2023 Mr A entered into a hire purchase agreement with BMW for a used car.... (6 pages)View decision -
Decision Reference DRN-5920112
30 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5920112 The complaint Mr W complains that Metro Bank PLC failed to help him change his personal details. What happened Mr W says he asked Metro Bank to change his telephone number, address and e-mail details in December 2024. He says Metro Bank didn’t do so and didn’t help him. Mr W... (2 pages)View decision -
Decision Reference DRN-6046902
30 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-6046902 THE COMPLAINT Mr A complains that Santander UK Plc (“Santander”) will not reimburse him money he says he lost when he fell victim to fraud. Mr A is currently in custody serving a life sentence. He says he started his sentence in 2015. His complaint is that his Santander d... (3 pages)View decision -
Decision Reference DRN-6046378
30 Dec 2025 Chubb European Group SE UpheldInsuranceDRN-6046378 The complaint Ms S is unhappy that Chubb European Group SE has declined to pay an additional sum under her ‘elite’ personal accident policy (‘the policy’). What happened Ms S sustained an injury to her ankle in 2019, and she claimed on the policy. Ms S provided medical evi... (5 pages)View decision -
Decision Reference DRN-6046762
30 Dec 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-6046762 The complaint Miss J complains INTACT INSURANCE UK LIMITED (whom I’ll refer to as “RSA”) didn’t settle a claim against her home insurance policy fairly. Miss J is professionally represented. But for ease of reading I will refer to Miss J throughout this decision. References... (3 pages)View decision