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 388057 results
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Decision Reference DRN-5555392
18 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5555392 The complaint Miss B complained because Clydesdale Bank Plc, trading as Virgin Money, refused to refund her for gambling transactions she said she didn’t make. What happened In early July 2024, five gambling payments, to three different gambling organisations, debited Mis B... (4 pages)View decision -
Decision Reference DRN-5302301
18 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5302301 The complaint Ms E says she was overcharged for a holiday booking and is unhappy with how American Express Services Europe Limited (“Amex”) handled her dispute. What happened The parties are familiar with the background of this complaint, so I will summarise it briefly here... (3 pages)View decision -
Decision Reference DRN-5594478
18 Jul 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5594478 The complaint Mr C complains that JAJA FINANCE LTD’s, trading as JaJa Credit Card, decision to issue him with a credit card was irresponsible. What happened In May 2024, Mr C applied for a JAJA credit card. On 17 May 2024, JAJA opened an account and issued Mr C with a cred... (3 pages)View decision -
Decision Reference DRN-5629755
18 Jul 2025 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-5629755 The complaint Mr M has complained that Adrian Flux Insurance Services Group trading as Sterling Van Insurance Services (‘Adrian Flux’), an insurance intermediary, overcharged him by £199 when he took out his new commercial vehicle insurance policy. What happened Mr M took o... (4 pages)View decision -
Decision Reference DRN-5357606
18 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5357606 The complaint Mr X complains Barclays Bank UK Plc trading as Barclaycard defaulted and closed his credit card account. Mr X is represented in bringing this complaint, for ease I’ll refer to all interactions as being those of Mr X. What happened Mr X opened a credit card ac... (3 pages)View decision -
Decision Reference DRN-5457230
18 Jul 2025 Black Horse Limited Not upheldConsumer CreditDRN-5457230 The complaint Mr S complains about the quality of a car he acquired under a hire purchase agreement with Black Horse Limited (BH). When I refer to what Mr S and/or BH said or did, it should also be taken to include things said or done on their behalf. What happened In Dece... (6 pages)View decision -
Decision Reference DRN-5690525
18 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5690525 The complaint Mr C complains about the service he received from HSBC UK Bank Plc, following an application he made for a credit card. What happened In May 2025, Mr C made a credit card application with HSBC. Upon making the application, Mr C received a text message shortly ... (3 pages)View decision -
Decision Reference DRN-4617926
18 Jul 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4617926 The complaint Mr B’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the Lender) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit A... (22 pages)View decision -
Decision Reference DRN-5576252
18 Jul 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5576252 The complaint Mr and Mrs B have complained that Accelerant Insurance Europe SA/NV UK Branch unfairly declined their travel insurance claim. What happened In late 2024, Mr and Mrs B took a short cruise. Their itinerary took them to a single European port where the ship was s... (3 pages)View decision -
Decision Reference DRN-5404168
18 Jul 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5404168 The complaint Mr H says St James’s Place UK plc (SJP) moved him to an unmanaged service inappropriately and that despite public disclosure there had been problems with the transparency of its fees, the firm had failed to address his concerns about this. What happened In 201... (6 pages)View decision