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 130332 results
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Decision Reference DRN-6181331
5 Mar 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6181331 The complaint Mr K complains Bank of Scotland plc trading as Halifax didn’t do enough to help when he realised his credit card had been stolen. What happened In February 2025, while travelling abroad Mr K became aware he no longer had his credit card. Mr K was concerned it ... (3 pages)View decision -
Decision Reference DRN-5849972
5 Mar 2026 NewDay Ltd UpheldBanking and PaymentsDRN-5849972 The complaint Mr C complains that NewDay Ltd trading as John Lewis Credit Card (NewDay) hasn’t refunded him for a hotel room he paid for using his credit card account. What happened In April 2025, Mr C made a booking for a hotel room via a booking agent I’ll refer to as “E”... (4 pages)View decision -
Decision Reference DRN-5889886
5 Mar 2026 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5889886 The complaint Mr and Mrs A have complained that Intact Insurance UK Limited unfairly cancelled their home insurance policy and declined their claim for theft. Mrs A has mainly dealt with the claim and this complaint. So without intending any discourtesy to Mr A, I’ll mostly... (3 pages)View decision -
Decision Reference DRN-6200900
5 Mar 2026 Vanquis Bank Limited UpheldBanking and PaymentsDRN-6200900 The complaint Mrs E complains that Vanquis Bank Limited (“Vanquis”) caused her significant emotional distress and inconvenience, after disclosing a third-party’s details to her in error. What happened I won’t repeat all the facts here, as those aren’t in dispute. I have rev... (3 pages)View decision -
Decision Reference DRN-6188113
5 Mar 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6188113 The complaint Miss H complains that Revolut Ltd (Revolut) failed to identify that she was gambling compulsively and they didn’t provide appropriate support when she raised this with them and requested help. What happened I issued a provisional decision on this complaint, inv... (7 pages)View decision -
Decision Reference DRN-6055945
5 Mar 2026 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-6055945 The complaint Mrs E complains about how Admiral Insurance (Gibraltar) Limited handled the notification of a claim against her under her car insurance policy. Mrs E is represented in her complaint, but for ease I’ll refer to her throughout. What happened Mrs E had a car insur... (4 pages)View decision -
Decision Reference DRN-6113069
5 Mar 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6113069 The complaint Mr P complains that BMW FINANCIAL SERVICES (GB) LIMITED (‘BMWFS’) incorrectly reported late payment markers on his credit file. What happened Mr P entered into a hire purchase agreement with BMWFS, which ended in 2017. At that time, BMWFS agreed to cease report... (5 pages)View decision -
Decision Reference DRN-6201051
5 Mar 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6201051 The complaint Mr M complains about how HSBC UK Bank Plc trading as first direct apply payments to his credit card account. What happened Mr M says that despite paying off his balance early. He has received a letter from first direct stating that he is in arrears and must ta... (3 pages)View decision -
Decision Reference DRN-6201000
5 Mar 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6201000 The complaint Mr H complained that HSBC UK Bank Plc provided poor service when he asked to permanently change his cash withdrawal limit. What happened Mr H asked HSBC to permanently increase his cash withdrawal limit via the webchat. HSBC asked Mr H questions about his reque... (3 pages)View decision -
Decision Reference DRN-6200770
5 Mar 2026 Barclays Bank UK PLC UpheldConsumer CreditDRN-6200770 The complaint Mrs L says Barclays Bank UK PLC, trading as Tesco Bank, irresponsibly lent to her. What happened Mrs L took out three loans from Tesco Bank as set out below: loantaken out repaid value term in months monthly repayment 1 06/03/2020 18/05/2021 £16,500 54 £375.30 ... (4 pages)View decision