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 381082 results
-
Decision Reference DRN-5680191
22 Jul 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5680191 The complaint Mr R complains that MBNA Limited provided incorrect information to a Price Comparison Website (“PCW”) which he feels amounts to misrepresentation and which he feels induced him to apply for a MBNA credit account under false pretences. What happened Mr R used a ... (3 pages)View decision -
Decision Reference DRN-5709009
22 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5709009 The complaint Mrs R complains AXA Insurance UK Plc (“AXA”) has treated her unfairly in the way it’s handled her subsidence claim on her property insurance policy. She says it’s delayed monitoring and removing vegetation causing the damage and it didn’t do a drain survey when... (5 pages)View decision -
Decision Reference DRN-5634689
22 Jul 2025 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-5634689 The complaint Mr C complains that Somerset Bridge Insurance Services Limited mis-advised him about his motor insurance policy premium. He wants the outstanding balance waived and compensation for his trouble and upset. What happened Mr C agreed to pay for his policy premium... (2 pages)View decision -
Decision Reference DRN-5642004
22 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5642004 The complaint Mrs O complains that HSBC UK Bank Plc declined her claim for a refund of an accommodation booking paid for using her HSBC credit card account. What happened Using her HSBC credit card, Mrs O booked holiday accommodation through a company I’ll refer to as B. Unf... (2 pages)View decision -
Decision Reference DRN-5652331
22 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5652331 The complaint Mr and Mrs T’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 hap... (26 pages)View decision -
Decision Reference DRN-5246700
22 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5246700 The complaint Mr V is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr V fell victim to a cruel investment scam. After responding to an advert on social media, he was... (6 pages)View decision -
Decision Reference DRN-5597979
22 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5597979 The complaint Mr C has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money he lost in what he says was a scam. What happened In February 2022, Mr C made two payments from his Halifax account to his accounts at two cryptocurrency exchanges. This t... (3 pages)View decision -
Decision Reference DRN-5381195
22 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5381195 The complaint Mr F has complained about a credit card he took out in February 2014 with Vanquis Bank Limited. He’s said the credit card was unaffordable and shouldn’t have been approved. Mr F is represented in bringing his complaint, but for ease I’ve written as if we’ve dea... (6 pages)View decision -
Decision Reference DRN-5691955
22 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5691955 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a pro... (4 pages)View decision -
Decision Reference DRN-5656528
22 Jul 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5656528 The complaint Mr R complains that Sainsburys Bank Plc reduced the credit limit on his credit card. What happened Mr R holds a credit card with Sainsburys. On 4 April 2025 Sainsburys advised Mr R that it was reducing his credit limit from £4,050.00 to £1,450.00. Mr R was un... (2 pages)View decision
