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 386796 results
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Decision Reference DRN-5817022
24 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5817022 The complaint Mr H complains that Nationwide Building Society didn’t do enough to protect him against losing money to a scam. Mr H has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr H himself where I also mean his repres... (3 pages)View decision -
Decision Reference DRN-5971955
24 Nov 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5971955 The complaint Miss L complains that a car acquired under a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (‘VWFS’) wasn’t of satisfactory quality. What happened The parties are familiar with the background det... (2 pages)View decision -
Decision Reference DRN-5822410
24 Nov 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5822410 The complaint Mr M complains about the service Watford Insurance Company Europe Limited (“Watford”) provided him during a claim under his car insurance policy. When I mention Watford I also mean its suppliers. What happened Mr M had a motor insurance policy with Watford cove... (3 pages)View decision -
Decision Reference DRN-5636345
24 Nov 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5636345 The complaint Mrs C was the victim of a scam in which fraudsters accessed and sold shares from her Halifax Share Dealing Limited (HSDL) account. She complains HSDL’s actions allowed this to occur. Mrs C is represented by her husband but for ease, I’ll refer to those actions... (4 pages)View decision -
Decision Reference DRN-5754129
24 Nov 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5754129 The complaint Miss D complains that the car she acquired financed through a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a br... (4 pages)View decision -
Decision Reference DRN-5843169
24 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5843169 The complaint Mr A complains that Nationwide Building Society failed to update his address details on his credit card account. What happened In February 2025 Mr A visited his local Nationwide branch to update his address details for his credit card account. Despite this, Mr ... (2 pages)View decision -
Decision Reference DRN-5842427
24 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5842427 The complaint Mr G complains that despite having a gambling block enabled on his account with Monzo Bank Ltd he was still able to continue to gamble. He said he set up a gambling block on his account a long time ago, but he recently noticed certain apps were changing their p... (4 pages)View decision -
Decision Reference DRN-5959766
24 Nov 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5959766 The complaint Mr W complains that Hyundai Capital UK Limited trading as Hyundai Finance (Hyundai) mis-sold him a fixed sum loan agreement. When I refer to what Mr W or Hyundai have said or done, it should also be taken to include things said or done on their behalf. What ha... (4 pages)View decision -
Decision Reference DRN-5971424
24 Nov 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5971424 The complaint Mr H has complained that Aviva Life & Pensions UK Limited (Aviva) gave him incorrect information when he completed a fund switch within his pension plan. What happened Mr H holds a pension plan with Aviva. As Mr H was approaching his retirement age and was... (6 pages)View decision -
Decision Reference DRN-5596305
24 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5596305 The complaint A company that I will refer to as S, complains that HSBC Bank UK Plc unfairly closed its bank account without providing a proper explanation. S also complains about how long it took HSBC to release its closing balance and the service HSBC provided. Mr P, a dir... (4 pages)View decision
