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 381196 results
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Decision Reference DRN-5905260
24 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5905260 The complaint Mr M complains Barclays Bank UK PLC didn’t do enough to recognise and protect him from gambling related harm. What happened Mr M has a current account and a debit card with Barclays which he’s had since 2020. He has a credit card with Barclaycard too, but this ... (3 pages)View decision -
Decision Reference DRN-5812833
24 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5812833 The complaint Mr G, initially via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything aga... (4 pages)View decision -
Decision Reference DRN-5794645
24 Oct 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5794645 The complaint Mr P is unhappy that Scottish Widows Limited has increased his retirement age from 55 to 57, citing changes made by the government to the minimum age. Mr P disagrees with this as he believes he has a protected pension age. What happened The investigator who co... (5 pages)View decision -
Decision Reference DRN-5593108
24 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5593108 The complaint Mrs W complains Barclays Bank UK PLC trading as Barclaycard (Barclaycard) irresponsibly provided her with a credit card because it didn’t carry out reasonable and proportionate checks to ensure the lending was affordable for her. What happened Mrs W opened a c... (5 pages)View decision -
Decision Reference DRN-5585900
24 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5585900 The complaint Miss R complains Monzo Bank Ltd didn’t do enough to protect her when she fell victim to a crypto investment scam. What happened As both parties are familiar with the circumstances of this complaint, I’ve summarised them briefly below. Miss R fell victim to a ta... (4 pages)View decision -
Decision Reference DRN-5638964
24 Oct 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5638964 The complaint Mr P, who is represented by a third party, complains that MotoNovo Finance Limited (“MotoNovo”), irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In March 2021 Mr P acquired a used car financed by a hire purchase a... (3 pages)View decision -
Decision Reference DRN-5883490
24 Oct 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5883490 The complaint Ms J complains about issues trying to get quotes to increase her mileage from Stellantis Financial Services UK Limited (Stellantis) trading as PSA Finance UK Ltd (PSA). She would like Stellantis to increase its staffing levels, to answer her query, compensatio... (2 pages)View decision -
Decision Reference DRN-5658161
24 Oct 2025 Qmetric Group Limited Not upheldInsuranceDRN-5658161 The complaint Mr M has complained that Qmetric Group Limited trading as Policy Expert mis-sold him legal expenses insurance cover. What happened In 2022, Mr M took out a household insurance policy through Qmetric online. The cover included ‘select’ legal expenses cover at no... (5 pages)View decision -
Decision Reference DRN-5690577
24 Oct 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5690577 The complaint Mr S complains that, although he told Bank of Scotland plc trading as Halifax his priority was a five-year fixed interest rate on his new mortgage, it amended his offer so he didn’t benefit from a full five years of fixed interest from completion, and didn’t te... (5 pages)View decision -
Decision Reference DRN-5680847
24 Oct 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5680847 The complaint Mr C complains that - The loans approved for him by Western Circle trading as Cashfloat was lent irresponsibly and - Since a court ruling in July 2024, Western Circle has been wrong to continue to pursue him for repayments. What happened Mr C took three loans f... (5 pages)View decision
