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 367300 results
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Decision Reference DRN-5546285
16 May 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5546285 The complaint Mrs S complains about a car supplied under a hire purchase agreement, provided by Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (‘MBFS’). What happened Around December 2021 Mrs S acquired a used car under a hire purchase agreemen... (4 pages)View decision -
Decision Reference DRN-5506825
16 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5506825 The complaint Mr M has complained about how he was treated when he went to a Bank of Scotland Plc (“Halifax”) branch to make a bank transfer. What happened Mr M attended a Halifax branch to make a bank transfer. Mr M says that the branch staff were rude, dismissive and unpro... (3 pages)View decision -
Decision Reference DRN-5034515
16 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5034515 The complaint Mrs A complains that Lloyds Bank Plc hasn’t reimbursed payments she sent to a scam investment firm. What happened Mrs A was introduced to an investment opportunity by a work colleague with ‘H’. They introduced her to someone else who had a closer relationship w... (3 pages)View decision -
Decision Reference DRN-5300658
16 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5300658 The complaint U a limited company, complains Revolut Ltd unfairly restricted access to its account and closed its account. U is represented on the complaint by a director – Mr A. What happened The facts of the complaint are well known to both parties, so I will only provid... (3 pages)View decision -
Decision Reference DRN-5551833
16 May 2025 Lendable Ltd UpheldConsumer CreditDRN-5551833 The complaint Mr J complains that Lendable Ltd registered a default against his personal loan account while he was making reduced payments. What happened I issued a provisional decision setting out what I thought about Mr J’s complaint. I’ve copied the relevant parts of that... (5 pages)View decision -
Decision Reference DRN-5566592
16 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5566592 The complaint Mr M has complained that Bank of Scotland plc trading as Halifax (“Halifax”) provided an overdraft to him that was unaffordable. What happened I sent Mr M and Halifax my provisional findings on this complaint on 30 April 2025. A copy of that decision is attache... (7 pages)View decision -
Decision Reference DRN-5396091
16 May 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5396091 The complaint Mr and Mrs D complain that Watford Insurance Company Europe Limited (“Watford”) unfairly declined their claim for storm damage under their home buildings insurance policy. What happened During a storm in May 2023 Mr and Mrs D said rainwater leaked through their... (4 pages)View decision -
Decision Reference DRN-5566375
16 May 2025 EBS Pensions Limited UpheldPensions and AnnuitiesDRN-5566375 The complaint Mrs H complains that EBS Pensions Limited (“EBS”) has failed to complete the transfer of her pension savings to another provider in a timely manner. What happened I issued a provisional decision on this complaint in January 2025. In that decision I explained wh... (4 pages)View decision -
Decision Reference DRN-5448006
16 May 2025 AXA France IARD Not upheldInsuranceDRN-5448006 The complaint Mr S complains that AXA France IARD (AXA) declined a claim he made on his Guaranteed Asset Protection (GAP) insurance policy. Reference to AXA includes its agents. What happened Mr S held a GAP insurance policy with AXA. Mr S made a claim on the policy after he... (2 pages)View decision -
Decision Reference DRN-4912800
16 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4912800 The complaint Ms K complains that Barclays Bank UK PLC (“Barclays”) won’t refund in full money she lost when she fell victim to an investment scam. Ms K is being represented by a claims management company in this complaint. What happened The full details of this complaint ... (3 pages)View decision
