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 383541 results
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Decision Reference DRN-5598473
3 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5598473 The complaint Mr W complains that American Express Services Europe Limited (AESEL) changed his credit card to a different product type, which resulted in a change in conversion value of his points. What happened Mr W held a Blue Sky Credit Card with AESEL since February 2008... (2 pages)View decision -
Decision Reference DRN-5498692
3 Jul 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5498692 The complaint Miss M complains about a caravan supplied to her using a hire purchase agreement taken out with CA Auto Finance UK Ltd trading as CA Auto Finance UK (“CA Auto”). What happened In March 2024, Miss M acquired a used caravan using a hire purchase agreement with C... (6 pages)View decision -
Decision Reference DRN-5534691
3 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5534691 The complaint Mr N complains Clydesdale Bank Plc trading as Virgin Money failed to send him text alerts when his account was overdrawn. He’s also unhappy they didn’t tell him when charges were applied to his account. What happened The details of this complaint are well-know... (2 pages)View decision -
Decision Reference DRN-5275645
3 Jul 2025 Scottish Widows Limited Not upheldInsuranceDRN-5275645 The complaint Mr R complains that he didn’t receive annual statements for some life policies he held with Scottish Widows Limited. What happened In late 2024 Mr R complained about three policies he held with Scottish Widows saying he hadn’t been receiving annual statements. ... (3 pages)View decision -
Decision Reference DRN-5230319
3 Jul 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5230319 The complaint Mr G, on behalf of M, complains that Prepay Technologies Ltd (trading as Mettle) will not refund all the money it has lost to a scam. What happened The background to this complaint is well known to both parties so I will not set it out in detail here. In summar... (4 pages)View decision -
Decision Reference DRN-5172779
3 Jul 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5172779 The complaint Mr G says that, after initially being told that Hargreaves Lansdown Asset Management Limited (Hargreaves Lansdown) wouldn’t charge him for holding cash in his self-invested personal pension (SIPP), he says he’s now discovered that it does in fact make a charge.... (4 pages)View decision -
Decision Reference DRN-5662876
3 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5662876 The complaint Miss B complains about the way in which Wise Payments Limited handled her claim for a refund when a supermarket attempted to deliver an incorrect order. What happened In July 2023 Miss B placed an online order with a supermarket, which I’ll call “M”. She paid u... (3 pages)View decision -
Decision Reference DRN-5598568
3 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5598568 The complaint Miss Y’s complained about the way Ageas Insurance Limited have handled the claim she made after there was an escape of water at her home. What happened The history of this matter is well known to both parties. So I won’t repeat it all here. But, to summarise,... (3 pages)View decision -
Decision Reference DRN-4495088
3 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-4495088 The complaint Mr P’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna the ‘Lender’) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (‘CCA’) Background to the complaint Mr P pur... (4 pages)View decision -
Decision Reference DRN-5599421
3 Jul 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5599421 The complaint Mrs W complains about the way that Barclays Bank PLC, trading as Barclaycard, has dealt with a credit card account after her husband passed away. What happened Mrs W’s late husband had a business credit card account with Barclaycard for a partnership between Mr... (3 pages)View decision
