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 171072 results
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Decision Reference DRN-5410031
1 Aug 2025 EE Limited Not upheldConsumer CreditDRN-5410031 The complaint Ms B complains about the outstanding amount owed under a fixed sum loan agreement, taken out in her name with EE Limited. What happened In July 2024, Ms B says a third party, who I’ll call ‘X’, contacted her to talk about upgrading her mobile telephone device. ... (3 pages)View decision -
Decision Reference DRN-5682269
1 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5682269 The complaint Mr J complains about the way in which NewDay Ltd trading as Aqua handled his disputed transaction claim. He’s also unhappy with the service he received when he tried to contact NewDay. What happened On 10 December 2024 Mr J raised a disputed transaction claim f... (3 pages)View decision -
Decision Reference DRN-5728074
1 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5728074 The complaint Miss B complains on behalf of the limited company U, which is in liquidation. U’s liquidator has given his consent for Miss B to represent U. Briefly, Miss B complains that HSBC UK Bank Plc chose to lend U unrealistic sums of money which ultimately led to U’s ... (5 pages)View decision -
Decision Reference DRN-5728329
1 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5728329 The complaint Mr D has complained about the supply of a vehicle under a personal contract purchase (“PCP”) agreement with CA Auto Finance UK Ltd (“CAAF”). What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in d... (3 pages)View decision -
Decision Reference DRN-5611633
1 Aug 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5611633 The complaint Mrs E, who is represented by a third party, complains that Moneybarn No. 1 Limited (‘Moneybarn’) irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In September 2020, Mrs E acquired a used car financed by a condi... (3 pages)View decision -
Decision Reference DRN-5665385
1 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5665385 The complaint Mrs F complains that Bank of Scotland plc trading as Halifax (“Halifax”) didn’t properly pursue her chargeback and rejected a claim under section 75 Consumer Credit Act 1974 (“s.75”). Mr F has acted on behalf of his wife, but she is the eligible complainant and... (4 pages)View decision -
Decision Reference DRN-5729395
1 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5729395 The complaint Mr B and Ms P complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) blocked their personal bank account after it had been notified of a fraud claim from a third party. Mr B and Ms P say that they were unable to access the funds over the holid... (3 pages)View decision -
Decision Reference DRN-5724272
1 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5724272 The complaint Miss R complains that Monzo Bank Ltd won’t refund the money she lost when she fell victim to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events her... (6 pages)View decision -
Decision Reference DRN-5729315
1 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5729315 The complaint Mr J and Mr D, as the directors of a limited company Y, complain that Barclays Bank UK PLC (“Barclays”) won’t refund money that Y lost to an investment scam. What happened In May 2021, following an introduction by a financial advisor they’d known for many year... (11 pages)View decision -
Decision Reference DRN-5729516
1 Aug 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5729516 The complaint P complains that HSBC UK Bank Plc trading as first direct took a mortgage interest payment earlier than expected. P says it then gave incorrect information about whether this could be reversed. P asks for further compensation. What happened P has a mortgage wit... (3 pages)View decision
