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 384133 results
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Decision Reference DRN-5792960
26 Nov 2025 Lookers Motor Group Limited UpheldConsumer CreditDRN-5792960 The complaint Mrs M complains that Lookers Motor Group Limited incorrectly handled the refinancing of a Personal Contract Purchase (PCP) hire agreement, leading to her incurring additional costs and causing her much distress and inconvenience. What happened In 2021 Mrs M was... (4 pages)View decision -
Decision Reference DRN-5755722
26 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5755722 The complaint Mr P has complained NewDay Ltd trading as Aquacard won’t refund all payments he says he made and lost to a scam. What happened The details of this complaint are well known to both parties, and not in dispute, so I will only include a summary here. Mr P was con... (3 pages)View decision -
Decision Reference DRN-5693330
26 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5693330 The complaint Mr P has complained Bank of Scotland plc won’t refund all payments he says he made and lost to a scam. What happened The details of this complaint are well known to both parties, and not in dispute, so I will only include a summary here. Mr P was contacted une... (4 pages)View decision -
Decision Reference DRN-5747791
26 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5747791 The complaint Mr P has complained Lloyds Bank PLC won’t refund all payments he says he made and lost to a scam. What happened The details of this complaint are well known to both parties, and not in dispute, so I will only include a summary here. Mr P was contacted unexpect... (4 pages)View decision -
Decision Reference DRN-5743542
26 Nov 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5743542 The complaint Mr P has complained JAJA FINANCE LTD trading as Asda Money Credit Card won’t refund all payments he says he made and lost to a scam. What happened The details of this complaint are well known to both parties, and not in dispute, so I will only include a summar... (3 pages)View decision -
Decision Reference DRN-5978034
26 Nov 2025 Mortgages Plc Not upheldMortgagesDRN-5978034 The complaint Mr O complains that Mortgages Plc sent him a letter saying he was in breach of his mortgage, which he found bullying and abusive. He asks for compensation of £2,000. What happened Mr O took out a mortgage with Mortgages Plc in 2005, secured on his leasehold pro... (3 pages)View decision -
Decision Reference DRN-5822847
26 Nov 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5822847 The complaint Mr M, representing F (a partnership), complains about the handling of a legal expenses insurance claim it made with The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual (NFU Mutual). Of particular concern was NFU Mutual’s deci... (4 pages)View decision -
Decision Reference DRN-5767585
26 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5767585 The complaint Mr E complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money he lost to a scam. What happened The background is known to both parties, so I won’t repeat all the details. In summary, Mr E says that, in October 2020, he was communicating with some... (4 pages)View decision -
Decision Reference DRN-5922171
26 Nov 2025 Freetrade Limited UpheldInvestmentsDRN-5922171 The complaint Ms O complains about a delay when she transferred shares to Freetrade Limited. She said it caused her distress and inconvenience, more than it has acknowledged to date. Ms O said Freetrade should pay more compensation than it has done, in recognition of what h... (3 pages)View decision -
Decision Reference DRN-5825325
26 Nov 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5825325 The complaint H complains that PayPal UK Ltd won’t refund the cost of an item which wasn’t successfully delivered to them. What happened On 24 January 2025, H ordered an item from a third party retailer and paid £1410 for the item through PayPal. But H says it never received... (3 pages)View decision
