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-5721775
30 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5721775 The complaint Mrs J complains Barclays Bank UK PLC trading as Barclaycard (Barclays) failed to carry out sufficient financial checks before it approved a credit card account for her. What happened Mrs J says Barclays approved a credit card facility of £4,000 in February 2019... (3 pages)View decision -
Decision Reference DRN-5723967
30 Jul 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5723967 The complaint Mr S is unhappy with management fees charged by Hargreaves Lansdown Asset Management Limited (Hargreaves Lansdown) in connection with his SIPP (self invested personal pension) and he says Hargreaves Lansdown has refused to allow him to transfer his SIPP to anot... (3 pages)View decision -
Decision Reference DRN-5717623
30 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5717623 The complaint Mr and Mrs P complain that First Holiday Finance Ltd (“FHF”) acted unfairly and unreasonably by participating in an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (“CCA”) and deciding against paying a claim under Section... (11 pages)View decision -
Decision Reference DRN-5204776
30 Jul 2025 Ascot Wealth Management Limited UpheldPensions and AnnuitiesDRN-5204776 The complaint Mr H is unhappy with the performance of his pension investments since he was advised to switch to a more expensive portfolio by Ascot Wealth Management Limited (AWM). What happened The investigator set out the background to the complaint in his recommendation l... (6 pages)View decision -
Decision Reference DRN-5706686
30 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5706686 The complaint Mr P’s complaint is, in essence, that First holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decid... (17 pages)View decision -
Decision Reference DRN-5677217
30 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5677217 The complaint Mrs L complains that National Westminster Bank Plc (‘NatWest’) didn’t remove her from a joint current account, and this led to a default on her credit file which she wasn’t warned about. Mrs L is unhappy that she’s had to pay the overdraft debt on the account t... (3 pages)View decision -
Decision Reference DRN-5724614
30 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5724614 The complaint Mr and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (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)... (15 pages)View decision -
Decision Reference DRN-5190195
30 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5190195 The complaint Mr U complains that Starling Bank Limited won’t refund money he lost when he was the victim of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr U fell victim to a task-based... (3 pages)View decision -
Decision Reference DRN-5682085
30 Jul 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5682085 The complaint Mr and Mrs P complain Lloyds Bank General Insurance Limited trading as Halifax unfairly declined a claim against their home insurance policy. Mr and Mrs P are professionally represented. For ease of reading, I will refer to their actions collectively as Mr and... (3 pages)View decision -
Decision Reference DRN-5574650
30 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5574650 The complaint Mr M says Moneybarn No. 1 Limited trading as Moneybarn (‘Moneybarn’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a conditional sale agreement to purchase a car. He says the lending wa... (4 pages)View decision
