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
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Decision Reference DRN-5399826
22 Oct 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5399826 The complaint Mr D and Ms O have complained about information Bank of Scotland plc trading as Halifax recorded on their credit files about their mortgage account. What happened Mr D and Ms O had a mortgage with Halifax that was on an interest rate fixed at 5.76% until 31 Jan... (3 pages)View decision -
Decision Reference DRN-5866308
22 Oct 2025 Salad Finance Limited Not upheldConsumer CreditDRN-5866308 The complaint Mr W argues that Salad Finance Limited acted unfairly by agreeing a loan he couldn’t afford to repay. What happened In August 2024 Salad Finance gave Mr W a £1,000 loan to be repaid over 18 months. The monthly repayments were typically £88.06 (with a slightly l... (3 pages)View decision -
Decision Reference DRN-5664054
22 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5664054 The complaint Mr A complains about the way Monzo Bank Ltd handled a claim he made in respect of a transaction made with his debit card. What happened Mr A says that he was scammed by a company, that refused to provide him with a refund when he cancelled an online subscripti... (3 pages)View decision -
Decision Reference DRN-5708754
22 Oct 2025 Accelerant Insurance Europe SA/NV UK Branch UpheldInsuranceDRN-5708754 The complaint Mr J has complained that Accelerant Insurance Europe SA/NV UK Branch (Accelerant) unfairly rejected a claim he made for fire damage under his home insurance policy. All reference to the insurer Accelerant includes its agents. What happened In November 2023 Mr J... (4 pages)View decision -
Decision Reference DRN-5883650
22 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5883650 The complaint Miss I is unhappy that NewDay Ltd failed to follow an agreed enhanced security process on occasions when they contacted her. What happened The complaint circumstances are well known to both parties, so I don’t intend to list this chronologically and in detail.... (3 pages)View decision -
Decision Reference DRN-5484085
22 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5484085 THE COMPLAINT Mr B complains that Barclays Bank UK PLC (“Barclays”) will not reimburse him money he says he lost when he fell victim to a scam. Mr B is represented by CEL Solicitors in this matter. However, where appropriate, I will refer to Mr B solely in this decision fo... (4 pages)View decision -
Decision Reference DRN-5899245
22 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5899245 The complaint B, a limited company, has complained about the way its commercial vehicle insurer, Aviva Insurance Limited (‘Aviva’), dealt with a claim made against its policy by a third party after one of its vehicles was involved in an accident. B’s complaint is brought to... (4 pages)View decision -
Decision Reference DRN-5644484
22 Oct 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5644484 The complaint Mr C, who is represented by a third party, complains that Advantage Finance Limited (‘Advantage’) irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In June 2020, Mr C acquired a used car financed by a hire purchase ... (3 pages)View decision -
Decision Reference DRN-5893355
22 Oct 2025 Tradex Insurance Company PLC UpheldInsuranceDRN-5893355 The complaint Mrs T complains that Tradex Insurance Company PLC (“Tradex”) increased her premium for car insurance after she made a notification-only claim, and the service it provided her. What happened Mrs T had a motor insurance policy from Tradex covering her car. The po... (3 pages)View decision -
Decision Reference DRN-5430893
22 Oct 2025 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-5430893 The complaint Mr M complains that PrePay Technologies Ltd (trading as Monese) will not refund money he lost to a scam. What happened Mr M was looking for investment opportunities, and in September 2023 he came across a company I will call ‘C’ which claimed to provide assist... (4 pages)View decision
