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-5967227
21 Nov 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5967227 The complaint Mr and Mrs N’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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (20 pages)View decision -
Decision Reference DRN-5842285
21 Nov 2025 Tide Platform Limited Not upheldBanking and PaymentsDRN-5842285 The complaint Business A complains Tide Platform Limited cancelled a payment then blocked its business account. What happened Business A explained Tide blocked its business account and said it required details about a transaction before it would unblock it. A said this meant... (4 pages)View decision -
Decision Reference DRN-5954381
21 Nov 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5954381 The complaint Mr M complains about the actions of Hargreaves Lansdown Asset Management Limited (HL), which he feels have led to a financial loss. He said that in 2021, HL told him that as he approached the age of 75, a Benefit Crystallization Event (BCE) had to take place. A... (8 pages)View decision -
Decision Reference DRN-5940873
21 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5940873 The complaint P, a partnership, complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY failed to offer adequate support in respect of their accounts and outstanding loan and overdraft. Mr P, a partner, makes the complaint on P’s behalf. What happened P had a busines... (4 pages)View decision -
Decision Reference DRN-5834751
21 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5834751 The complaint Mrs T is unhappy Barclays Bank UK PLC defaulted and closed her account, even though she was making payments to reduce her overdraft. What happened Mrs T entered into a repayment arrangement with Barclays starting in July 2024 to pay off her overdraft. Mrs T was... (3 pages)View decision -
Decision Reference DRN-5509723
21 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5509723 The complaint Mr H complains that Bank of Scotland plc, trading as Halifax (‘Halifax’), won’t refund him the money he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties, so I won... (3 pages)View decision -
Decision Reference DRN-5963515
21 Nov 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5963515 The complaint Ms C complains that Clydesdale Bank Plc trading as Virgin Money didn’t manage her cash ISA properly, and it gave her wrong information and poor service. What happened In June 2024 Ms C opened a new fixed interest rate cash ISA with Virgin Money. She gave instru... (2 pages)View decision -
Decision Reference DRN-5619471
21 Nov 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5619471 The complaint Ms M complains that Bank of Scotland plc trading as Halifax won’t refund transactions that were made by her ex-husband without her consent. She’s also unhappy about the bank’s decision to close her accounts and not sending correspondence in larger font as previ... (4 pages)View decision -
Decision Reference DRN-5948528
21 Nov 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5948528 The complaint Mr S complains that Home Retail Group Card Services Limited trading as Argos Card irresponsibly lent to him. What happened Mr S was approved for an Argos card in August 2009, with a £1,050 credit limit. The limit was decreased to £1,010 in 2015, and it was incr... (3 pages)View decision -
Decision Reference DRN-5922873
21 Nov 2025 HSBC Life (UK) Limited Not upheldInsuranceDRN-5922873 The complaint Mr M complains about the way HSBC Life (UK) Limited reviewed his policy in 2021 and required significantly higher contributions to keep the same sum assured. He complains that he wasn’t given enough time to consider his options and HSBC didn’t explain why he ha... (6 pages)View decision