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 392389 results
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Decision Reference DRN-5858534
30 Dec 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5858534 The complaint Mr and Mrs H complain about the handling of their subsidence claim by INTACT INSURANCE UK LIMITED (‘Intact’) under their home insurance policy. Any reference to Intact includes the actions of its agents. What happened Mr and Mrs H have a home insurance policy... (5 pages)View decision -
Decision Reference DRN-6006422
30 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-6006422 The complaint Mr J complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr J has told us... (3 pages)View decision -
Decision Reference DRN-5863678
30 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5863678 The complaint Mr F, through his representative, complains that NewDay Ltd trading as Opus lent to him by approving a credit card which he could not afford to repay. What happened Mr F’s credit card was opened around October 2018 with an initial limit of £600, and further inc... (6 pages)View decision -
Decision Reference DRN-6046899
30 Dec 2025 Black Horse Limited UpheldConsumer CreditDRN-6046899 The complaint Mr O 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 O and BH said or did, it should also be taken to include things said or done on their behalf. What happened In Decembe... (4 pages)View decision -
Decision Reference DRN-5779983
30 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5779983 The complaint Mr G complains that HSBC UK Bank Plc trading as First Direct (First Direct) acted unfairly when it blocked his account without providing an explanation and timescale. Mr G says he lost out financially and wants compensation for the trouble and upset he suffered... (4 pages)View decision -
Decision Reference DRN-6043329
30 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6043329 The complaint Mr F is unhappy with the quality of a car financed using a hire purchase agreement from BMW financial services (GB) limited trading as Alphera Financial Services. What happened In May 2024 Mr F entered into a hire purchase agreement with Alphera for a used car.... (4 pages)View decision -
Decision Reference DRN-6046999
30 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6046999 THE COMPLAINT Mr Z complains that Barclays Bank UK PLC (“Barclays”) will not reimburse him money he says he lost when he fell victim to a fraud. WHAT HAPPENED On 15 December 2025, I issued a provisional decision not upholding this complaint. I attach a copy of that provisi... (4 pages)View decision -
Decision Reference DRN-6039044
30 Dec 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6039044 The complaint Mr A is unhappy with the quality of two cars financed using a hire purchase agreement from BMW Financial Services (GB) Limited trading as Alphera Financial Services. What happened In July 2023 Mr A entered into a hire purchase agreement with BMW for a used car.... (6 pages)View decision -
Decision Reference DRN-5920112
30 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5920112 The complaint Mr W complains that Metro Bank PLC failed to help him change his personal details. What happened Mr W says he asked Metro Bank to change his telephone number, address and e-mail details in December 2024. He says Metro Bank didn’t do so and didn’t help him. Mr W... (2 pages)View decision -
Decision Reference DRN-6046902
30 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-6046902 THE COMPLAINT Mr A complains that Santander UK Plc (“Santander”) will not reimburse him money he says he lost when he fell victim to fraud. Mr A is currently in custody serving a life sentence. He says he started his sentence in 2015. His complaint is that his Santander d... (3 pages)View decision