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-5583116
8 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5583116 The complaint Mr D complains, on behalf of the estate of Mrs D, that Barclays Bank UK PLC (trading as Tesco Bank) charged too much interest on Mrs D’s credit card. What happened Mr D says that when he was reviewing Mrs D’s credit card account, he identified that payments to... (2 pages)View decision -
Decision Reference DRN-5313294
8 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5313294 The complaint Mr K complains about a claim he made to Monzo Bank Ltd (Monzo) in respect of a refund not having been received from a merchant. What happened Mr K made a purchase from a merchant, who I’ll call A. He bought a number of things, including an iPhone and the order ... (3 pages)View decision -
Decision Reference DRN-5334365
8 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5334365 The complaint Mr G complains, via a representative, that Monzo Bank Ltd (“Monzo”) won’t refund the money he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr G fell victim to a sc... (3 pages)View decision -
Decision Reference DRN-5471009
8 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5471009 The complaint Mr D complains Ageas Insurance Limited (Ageas) declined a claim he made under his home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. At the end of 2023 Mr D noticed his toil... (4 pages)View decision -
Decision Reference DRN-5335703
8 Jul 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5335703 The complaint Mr H complains about a car supplied to him using a hire purchase agreement taken out with MotoNovo Finance Limited (“MotoNovo”). Mr H believes previous repairs carried out to the car have failed. What happened In July 2023, Mr H acquired a used car using a hir... (4 pages)View decision -
Decision Reference DRN-5677548
8 Jul 2025 EQUINE AND LIVESTOCK INSURANCE COMPANY LIMITED (THE) UpheldInsuranceDRN-5677548 The complaint Mr J complains about the decline of his public liability claim, made under his pet insurance policy with the Equine and Livestock Insurance Company limited trading as the Insurance Emporium (‘ELIC’). What happened Mr J had a ‘lifetime’ pet insurance policy with... (4 pages)View decision -
Decision Reference DRN-5625974
8 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5625974 The complaint Mr S complains that NewDay Ltd trading as Marbles lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr S applied for a Marbles credit card in August 2015. In his application, Mr S said his incom... (3 pages)View decision -
Decision Reference DRN-5678958
8 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5678958 The complaint Mrs S has complained about HSBC UK Bank Plc lending to her and not refunding the money she lost in a scam. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. In mid-2024, Mrs S fell victim to a cryptocurrency invest... (5 pages)View decision -
Decision Reference DRN-5499031
8 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5499031 The complaint Mr B complains that Clydesdale Bank Plc (trading as Virgin Money) has recorded a default date that is much later than it should be. What happened Mr B says he got into financial difficulties towards the end of 2021 and had to enter into a debt management plan ... (2 pages)View decision -
Decision Reference DRN-5678038
8 Jul 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5678038 The complaint Ms T complains about a car supplied under a hire purchase agreement, provided by Advantage Finance Ltd. What happened Around June 2024 Ms T acquired a used car under a hire purchase agreement with AFL. The car is listed with a cash price of £15,693 on the agre... (6 pages)View decision
