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 381082 results
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Decision Reference DRN-5748560
2 Sep 2025 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5748560 The complaint Miss M complains Shop Direct Finance Company Limited trading as Very (Shop Direct) irresponsibly lent to her because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable for her. What happened Miss M opened a catalogue ac... (7 pages)View decision -
Decision Reference DRN-5713812
2 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5713812 The complaint Mr and Mrs C complain Bank of Scotland plc trading as Halifax won’t refund them for a direct debit guarantee claim. What happened Mr C asked Halifax to refund him, under the direct debit guarantee, for council tax previously claimed by direct debit. Halifax s... (2 pages)View decision -
Decision Reference DRN-5333514
2 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5333514 The complaint Mr L complains that HSBC UK Bank Plc didn’t do enough to protect him when he made a payment to a property investment opportunity that he now considers was a scam. In bringing his complaint to this service Mr L is represented, but for ease of reading I will ref... (3 pages)View decision -
Decision Reference DRN-5784084
2 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5784084 The complaint Mr W complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In February 2023, Mr W downloaded what he thought was a dating app onto his phone. The app required a monthly subscription, wh... (4 pages)View decision -
Decision Reference DRN-5741566
2 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5741566 The complaint Mr J complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost as the result of a scam. What happened Mr J invested with a company I’ll refer to as H. The investment involved forex trading. Mr J made a payment of £2,379.50 from his Monzo account ... (2 pages)View decision -
Decision Reference DRN-5785759
2 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5785759 The complaint Mr O complains that Santander UK Plc (‘Santander’) won’t refund the money he says was lost as the result of a scam. What happened In 2022, Mr O was introduced to an investment by a family member. Mr O believed the investment to involve cryptocurrency. As the f... (5 pages)View decision -
Decision Reference DRN-5710327
1 Sep 2025 PIB Risk Services Limited Not upheldInsuranceDRN-5710327 The complaint Ms H has complained about the service received from PIB Risk Services Limited trading as PIB Insurance Brokers (PIB) in regard to her home insurance policy. What happened The details of what happened are well known to both parties. So, I will just summarise the... (2 pages)View decision -
Decision Reference DRN-5744578
1 Sep 2025 UWI Limited UpheldInsuranceDRN-5744578 The complaint Mr and Mrs G have complained about the way UWI Limited have handled their claim under their boiler and home cover policy. What happened The details of what happened are well known to both parties. So, I will just summarise them here. • Mr G called UWI in Novem... (3 pages)View decision -
Decision Reference DRN-5640215
1 Sep 2025 Zurich Assurance Ltd Not upheldInsuranceDRN-5640215 The complaint Mr H has complained that Zurich Assurance Ltd terminated his income protection benefit. What happened The background to this complaint is well known to the parties so it serves no purpose for me to repeat it in detail here. In summary Zurich admitted a claim Mr... (3 pages)View decision -
Decision Reference DRN-5746371
1 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5746371 The complaint Mrs S and Mr W complains that Barclays Bank UK PLC trading as Barclaycard didn’t put both of their names on their joint account statements. What happened In March 2023 Mr W and Mrs S opened a joint account with Barclaycard. In early 2025 Mr W contacted Barclayc... (2 pages)View decision
