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 388057 results
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Decision Reference DRN-5868921
8 Dec 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5868921 The complaint Mr A is unhappy that a car supplied to him under a hire purchase agreement with CA Auto Finance UK Ltd (‘CAF’) was of an unsatisfactory quality. What happened In February 2024, Mr A was supplied with a used car through a hire purchase agreement with CAF. He pa... (4 pages)View decision -
Decision Reference DRN-5998906
8 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5998906 The complaint Mr T complains that Wise Payments Limited won’t refund a payment that happened after he was tricked by a scam. What happened In summary, Mr T was tricked by a scam connected to an online marketplace that allowed a card payment to go through to a money remittanc... (3 pages)View decision -
Decision Reference DRN-6004401
8 Dec 2025 Ageas Insurance Limited UpheldInsuranceDRN-6004401 The complaint Mrs H and Mr H complain about how Ageas Insurance Limited (“Ageas”) handled an insurance claim they made under their property insurance policy. Mr H has acted as the main representative during the claim and complaint process. So, for ease of reference, I will ... (7 pages)View decision -
Decision Reference DRN-5972379
8 Dec 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5972379 The complaint Mr H complains that Vanquis Bank Limited (Vanquis) irresponsibly entered into a credit card agreement with him and increased his credit limit on several occasions, which he could not afford to repay. What happened In March 2023, Mr H applied for a credit card ... (4 pages)View decision -
Decision Reference DRN-5862482
8 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5862482 The complaint Mr G is unhappy with National Westminster Bank Plc. Mr G wanted to view his card details on the banking app but couldn’t as NatWest said he needed to register for biometrics. Mr G doesn’t want to do that and said this caused him problems at the time as he neede... (2 pages)View decision -
Decision Reference DRN-5928207
8 Dec 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5928207 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money delayed the transfer of his individual savings account (ISA) to another provider. What happened Mr S had an ISA with Virgin Money. On 15 April 2025, he instructed his Virgin Money ISA to be transfe... (2 pages)View decision -
Decision Reference DRN-6004360
8 Dec 2025 Sabre Insurance Company Limited Not upheldInsuranceDRN-6004360 The complaint Mr C complains that Sabre Insurance Company Limited (Sabre) unfairly declined to provide indemnity in respect of a claim made by a third-party after an incident. What happened Mr C took out a motor insurance policy with Sabre through an online price comparison... (3 pages)View decision -
Decision Reference DRN-5928224
8 Dec 2025 Zopa Bank Limited UpheldBanking and PaymentsDRN-5928224 The complaint Mr S complains that Zopa Bank Limited delayed the transfer of his individual savings account (ISA) from another provider. What happened On 15 April 2025, Mr S requested an ISA he held with another provider, V, to be transferred to Zopa. He was told the transfe... (2 pages)View decision -
Decision Reference DRN-5912076
8 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5912076 The complaint Mrs H complains that Lloyds Bank PLC will not reimburse funds she lost as a result of a scam. Mrs H is represented by a firm, but for ease I have only referred to Mrs H in this decision. What happened The background to this complaint is well known to both parti... (3 pages)View decision -
Decision Reference DRN-5982146
8 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5982146 The complaint Mr S complains that Bank of Scotland plc trading as Halifax declined a payment he attempted using his Halifax credit card. What happened Mr S holds a credit card with Halifax. On 25 September 2025 Mr S attempted to make a payment to Amazon for £8.49. the transa... (2 pages)View decision