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-5455717
22 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5455717 Complaint Mr P complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so he shouldn’t have been lent to. Background In October 2021, Black Hors... (5 pages)View decision -
Decision Reference DRN-5645689
22 Aug 2025 Sainsbury's Bank Plc UpheldInsuranceDRN-5645689 The complaint Mr and Mrs G have complained that the broker Sainsbury’s Bank Plc unfairly cancelled Mr G’s car insurance policy on behalf of the insurer. Mr and Mrs G are being represented in their complaint by their daughter Ms W. What happened In October 2024 Mr G bought a ... (4 pages)View decision -
Decision Reference DRN-5768876
22 Aug 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5768876 Complaint Mr S complains that FirstRand Bank Limited (trading as “MotoNovo” Finance) unfairly entered into a hire-purchase agreement with him. He’s said the payments to this agreement were unaffordable and so he shouldn’t have been accepted for it. Mr S is being represented... (4 pages)View decision -
Decision Reference DRN-5561500
22 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5561500 The complaint Mr and Mrs H complain that Barclays Bank UK PLC won’t refund the money they lost when they were the victims of a scam. What happened In May 2024, Mr and Mrs H were looking to buy a lawnmower and found one they were interested in advertised on a social media pl... (3 pages)View decision -
Decision Reference DRN-5591795
22 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5591795 The complaint Mr and Mrs H complain that Bank of Scotland plc, trading as Halifax, won’t refund the money they lost when they were the victims of a scam. What happened In May 2024, Mr and Mrs H were looking to buy a lawnmower and found one they were interested in advertised... (4 pages)View decision -
Decision Reference DRN-5576262
22 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5576262 The complaint Mr B complains that Santander UK Plc won’t refund the money he lost when he was the victim of blackmail. What happened In mid-2024, Mr B met a woman online and then met up with her in person several times. But after he didn’t go to a later meeting they had agr... (3 pages)View decision -
Decision Reference DRN-5755307
22 Aug 2025 Nationwide Building Society Not upheldMortgagesDRN-5755307 The complaint Mr D’s complaint relates to his mortgage with Nationwide Building Society. He believes that Nationwide has changed the terms and conditions relating to overpayments without telling him. In addition, he is unhappy with the timescales contained within Nationwide’... (3 pages)View decision -
Decision Reference DRN-5733498
21 Aug 2025 Halifax Share Dealing Limited Not upheldInvestmentsDRN-5733498 The complaint Mr R complains that Halifax Share Dealing Limited, trading as IWeb Share Dealing (‘IWeb’), failed to notify him about a corporate action on his investment. What happened Mr R owns a Hammerson corporate bond; on 27 September 2024, the company issued a Regulator... (4 pages)View decision -
Decision Reference DRN-5622726
21 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5622726 The complaint J, a limited company, complains that Barclays Bank UK PLC won’t refund the money it says it lost in a scam. Mr F, as director of J, is speaking for the company. What happened Over several months in 2022, Mr F made a series of card payments from J’s Barclays bus... (3 pages)View decision -
Decision Reference DRN-5771562
21 Aug 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5771562 The complaint Mrs R has complained about the amount Acromas Insurance Company Limited has paid in settlement of her claim under her car insurance policy. Mrs R is represented by Mr W. What happened The details of this complaint are well known to both parties, so I will not... (2 pages)View decision
