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 123872 results
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Decision Reference DRN-5711486
29 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5711486 The complaint Mr T complains about a NewDay Ltd trading as Opus (‘NewDay’) credit card being incorrectly linked to him. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving... (2 pages)View decision -
Decision Reference DRN-5499626
29 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5499626 The complaint Miss S complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she lost after falling victim to a scam. What happened Miss S was introduced to an investment by a friend. I’ll refer to the company offering the investment as D. Miss S says the directors ... (4 pages)View decision -
Decision Reference DRN-5722794
29 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5722794 The complaint Miss J complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Miss J applied for an Aq... (3 pages)View decision -
Decision Reference DRN-5716335
29 Jul 2025 The Right Mortgage Limited UpheldMortgagesDRN-5716335 The complaint Mrs C and Mr O complain about mortgage advice they received from an appointed representative of The Right Mortgage Limited (TRM). They say it failed to arrange the right amount of borrowing, leaving them with a substantial shortfall when the mortgage completed.... (4 pages)View decision -
Decision Reference DRN-5722637
29 Jul 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5722637 The complaint Mr R complains about the actions of Kroo Bank Ltd when he fell victim to a scam. What happened The parties are familiar with the background to the scam, and since my decision only concerns interest on the refund and compensation for trouble and upset, I’ll only... (3 pages)View decision -
Decision Reference DRN-5721310
29 Jul 2025 ReAssure Limited UpheldPensions and AnnuitiesDRN-5721310 The complaint Mr V complains that ReAssure Limited failed to respond to his queries about a pension plan that the firm had taken over from another regulated firm. What happened I issued a provisional decision on this complaint earlier this month. In that decision I explained... (4 pages)View decision -
Decision Reference DRN-5722317
29 Jul 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5722317 The complaint Miss K complains that Clydesdale Bank trading as Virgin Money lent irresponsibly when it approved her credit card application. What happened Miss K applied for a Virgin Money credit card in in May 2022. In her application, Miss K said she was employed with an ... (3 pages)View decision -
Decision Reference DRN-5714550
29 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5714550 The complaint Mr G complains that Monzo Bank Ltd unreasonably declined to refund disputed transactions that debited his account after he was targeted in a nightclub overseas. He’d like the money refunded. What happened On 26 April 2025, Mr G says he was out at a nightclub... (6 pages)View decision -
Decision Reference DRN-5489179
29 Jul 2025 Bank of Scotland Plc UpheldMortgagesDRN-5489179 The complaint Mr O complains about problems he encountered when he tried to repay his mortgage with Bank of Scotland plc trading as Halifax. What happened Mr O had a mortgage with Halifax. In December 2024 he decided to repay the outstanding balance of around £81,000. His ex... (3 pages)View decision -
Decision Reference DRN-5720916
29 Jul 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5720916 The complaint Mr H complains that Clydesdale Bank Plc have declined to refund transactions from his business account, which he says were carried out without his permission. What happened The facts of this case are well known to both parties, and largely not in dispute. So, ... (9 pages)View decision
