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 381196 results
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Decision Reference DRN-5623429
9 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5623429 The complaint Mrs K, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. I... (3 pages)View decision -
Decision Reference DRN-5681803
9 Jul 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5681803 The complaint Mr S is unhappy that a car supplied to him under a hire purchase agreement with CA Auto Finance UK Limited trading as CA Auto Finance (‘CA’) was of an unsatisfactory quality. When I refer to what Mr S and CA have said or done it should also be taken to include... (8 pages)View decision -
Decision Reference DRN-5635951
9 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5635951 The complaint Mrs H complains that TSB Bank plc delayed a payment which was due to credit her account. She also complains about the issues she says this caused. What happened TSB was experiencing problems which meant there were delays in Bacs payments crediting its customers... (3 pages)View decision -
Decision Reference DRN-5609352
9 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5609352 The complaint Mr L is unhappy with some of the functionality provided by HSBC UK Bank Plc on his Credit Card account. What happened Mr L complained to HSBC because he was unhappy that they didn’t display pending transactions for his credit card account in real time on their ... (2 pages)View decision -
Decision Reference DRN-5519731
9 Jul 2025 Charter Court Financial Services Limited Not upheldBanking and PaymentsDRN-5519731 The complaint Mr T complains that Charter Court Financial Services Limited, trading as Charter Savings Bank (Charter), failed to provide good customer service when he was trying to obtain an amended closing statement for his ISA. What happened In October 2024, Mr T transferr... (3 pages)View decision -
Decision Reference DRN-5400403
9 Jul 2025 HBOS Investment Fund Managers Limited Not upheldInvestmentsDRN-5400403 The complaint Mr J complains that HBOS Investment Fund Managers Limited (‘HBOS) had not sent him information about his stocks and shares Individual Savings Account (‘ISA’) for several years. What happened Mr J holds an ISA with HBOS that he took out at a local branch in 2003... (3 pages)View decision -
Decision Reference DRN-5678047
9 Jul 2025 Covea Insurance plc UpheldInsuranceDRN-5678047 The complaint Mrs S complains that Covea Insurance plc declined a claim for Permanent Total Disablement (“PTD”) under a personal accident policy. What happened Mrs S has a representative on the complaint. But for ease of reading, I’ve only referred to Mrs S in my decision. ... (4 pages)View decision -
Decision Reference DRN-5681617
9 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5681617 The complaint Mr C and Ms H’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by rejecting claims made under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) in relation to (1) misrepresentation and (... (18 pages)View decision -
Decision Reference DRN-5563437
9 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5563437 The complaint Mr Q complains that Barclays acted irresponsibly when it authorised and increased his overdraft limit and that it failed to spot signs of his financial difficulties. What happened Mr Q has had a bank account with Barclays since July 2010. In February 2018 Mr Q... (4 pages)View decision -
Decision Reference DRN-5617619
9 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5617619 The complaint Miss B complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss B applied for an Aqua credit card in August 2014. The application data provided by Aqua sa... (3 pages)View decision
