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-5837838
5 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5837838 The complaint Miss N complains Barclays Bank UK PLC (‘Barclays’) hasn’t reimbursed her following an Authorised Push Payment (‘APP’) investment scam she fell victim to. She says Barclays should reimburse her for the money she lost. Miss N has brought the complaint with the a... (8 pages)View decision -
Decision Reference DRN-6000719
5 Dec 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6000719 The complaint Mr M complains about what happened when he asked to repay a hire purchase agreement, used to acquire a car, provided by BMW FINANCIAL SERVICES (GB) LIMITED trading as BMW Financial Services (‘BMWFS’). What happened Around November 2024 Mr M acquired a used car... (5 pages)View decision -
Decision Reference DRN-5865750
5 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5865750 The complaint Mr B complains that Bank of Scotland plc trading as Halifax (Halifax) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happ... (2 pages)View decision -
Decision Reference DRN-5945437
5 Dec 2025 Phoenix Life Limited Not upheldInsuranceDRN-5945437 The complaint The trustees complain about a reviewable whole of life policy held with Phoenix Life Limited (“Phoenix”). Their complaint, essentially, is about the reduction in the sum assured associated with the policy. The trustees are unhappy with the reduction. They think... (10 pages)View decision -
Decision Reference DRN-5985962
5 Dec 2025 Wesleyan Assurance Society Not upheldPensions and AnnuitiesDRN-5985962 The complaint Mr T complains that Wesleyan Assurance Society (Wesleyan) should have asked him for his tax-code before he took his benefits. Instead, he was taxed at an emergency rate on part of his pension withdrawal and this has caused him a loss of use of money and inconve... (3 pages)View decision -
Decision Reference DRN-5931455
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5931455 The complaint Mr and Mrs P’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happe... (9 pages)View decision -
Decision Reference DRN-6000666
5 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6000666 The complaint Mrs A’s complaint is, in essence, that Mitsubishi HC Capital UK Plc (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) ... (13 pages)View decision -
Decision Reference DRN-5997505
5 Dec 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5997505 The complaint Mr L complains about the way AMERICAN EXPRESS SERVICES EUROPE LIMITED (AMEX) managed his credit card account when he notified them of a temporary change of circumstances. What happened The circumstances of this complaint are well known to both parties, so I wo... (6 pages)View decision -
Decision Reference DRN-5799548
5 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5799548 The complaint Mr P is unhappy Barclays Bank UK PLC (“Barclays”) hasn’t offered him a refund after he complained about being the victim of a scam. What happened Mr P says he found an advert for a car on a classified ads website. Interested, Mr P went to see the car in person ... (3 pages)View decision -
Decision Reference DRN-5995493
5 Dec 2025 British Gas Insurance Limited Not upheldInsuranceDRN-5995493 The complaint Mr and Mrs T have complained about the way British Gas Insurance Limited handled a claim they made under their home emergency insurance policy. Reference to British Gas includes its agents and representatives. As Mr T has primarily dealt with things, I’ll refe... (7 pages)View decision