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 371633 results
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Decision Reference DRN-5576757
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5576757 The complaint Mr R complains about the service he received from Bank of Scotland trading as Halifax, after trying to make a withdrawal at a cash machine. What happened In November 2024, Mr R tried to withdraw £10 from a cash machine with his Halifax debit card. The transact... (2 pages)View decision -
Decision Reference DRN-5415602
19 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5415602 The complaint Miss J complains Monzo Bank Ltd won’t refund a transaction made from her account which she says she did not make or authorise. What happened On 19 May 2024, a £190 cash withdrawal was made from Miss J’s account. Miss J didn’t recognise the transaction so repor... (3 pages)View decision -
Decision Reference DRN-5078850
19 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5078850 The complaint Mr I complains Barclays Bank UK PLC won’t refund money he lost to two scams. A representative who I will call “T” complains on behalf of Mr I. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But... (4 pages)View decision -
Decision Reference DRN-5636312
19 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5636312 The complaint Mr and Mrs M’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an u... (12 pages)View decision -
Decision Reference DRN-5462056
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5462056 The complaint Mr and Mrs W complain about the overdraft charges and interest Bank of Scotland plc applied to their account; they’re also unhappy with the level of support they say they’ve received. What happened Mr and Mrs W hold a current account with Bank of Scotland. The... (3 pages)View decision -
Decision Reference DRN-5488955
19 Jun 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5488955 The complaint Mrs B complains about how Admiral Insurance (Gibraltar) Limited (Admiral) dealt with a claim under her motor insurance policy for damage to her vehicle from a third party vehicle that caught fire. References to Admiral in this decision include their agents. I... (6 pages)View decision -
Decision Reference DRN-5613083
19 Jun 2025 Bank of Scotland Plc UpheldMortgagesDRN-5613083 The complaint Ms H complains that Bank of Scotland plc trading as Halifax hasn’t treated her fairly considering her vulnerabilities. What happened Ms H has an interest-only mortgage with Halifax. Ms H extended the term of her mortgage a few years ago and the mortgage balance... (3 pages)View decision -
Decision Reference DRN-5341175
19 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5341175 The complaint Mr M complains Vanquis Bank Limited irresponsibly provided him with an unaffordable credit card account. Mr M’s complaint has been brought by a professional representative, but for ease I’ll refer to all submissions as though they are his own. What happened Va... (3 pages)View decision -
Decision Reference DRN-5633670
19 Jun 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-5633670 The complaint Mr and Mrs R complain that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding agains... (27 pages)View decision -
Decision Reference DRN-5630991
19 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5630991 The complaint Mr and Mrs B complain that Aviva Insurance Limited declined a claim on their home buildings insurance policy. What happened Mr and Mrs B became concerned about water entering the garage at their property and causing damage. They looked into what was causing the... (2 pages)View decision
