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 123440 results
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Decision Reference DRN-5609872
17 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5609872 The complaint Ms C complains about HSBC UK Bank Plc’s (‘HSBC’s’) handling of an international transfer sent with the incorrect details. She thinks HSBC didn’t do enough to return the funds. What happened I issued a provisional decision on this complaint, inviting both partie... (5 pages)View decision -
Decision Reference DRN-5245276
17 Jun 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5245276 The complaint Mr I has complained about how Clydesdale Bank Plc dealt with his application to change his buy-to-let (“BTL”) mortgage account to a residential one and borrow extra funds. He’s also unhappy with the way things were handled. What happened Mr I held an existing ... (5 pages)View decision -
Decision Reference DRN-5610426
17 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5610426 The complaint Miss O has complained that Barclays Bank UK PLC (“Barclays”) has failed to cancel her Avios Rewards package since December 2022. What happened Miss O chose to add an Avios Rewards package to her Premier account in November 2022. In December 2022, Miss O asked t... (3 pages)View decision -
Decision Reference DRN-5610971
17 Jun 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5610971 The complaint Mr P is unhappy with how PayPal UK Ltd administered a revolving credit account. What happened Around April 2023 Mr P entered into a revolving credit account ‘PayPal credit’ with PayPal. In September 2024 Mr P purchased a laptop for a cost of £1,479.98 from a c... (4 pages)View decision -
Decision Reference DRN-5508341
17 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5508341 The complaint Mr G complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr G applied for an Aqua credit card in November 2020. In his application, Mr G said he was emplo... (3 pages)View decision -
Decision Reference DRN-5627462
17 Jun 2025 Haven Insurance Company Limited UpheldInsuranceDRN-5627462 The complaint Mr K complains that Haven Insurance Company Limited avoided his motor insurance policy and didn’t deal with his claim. What happened Mr K took out a motor insurance policy with Haven through a price comparison site. After his car was stolen, he made a claim to ... (5 pages)View decision -
Decision Reference DRN-5384262
17 Jun 2025 Western Provident Association Limited UpheldInsuranceDRN-5384262 The complaint Mr and Mrs B complain Western Provident Association Limited (WPA) failed to cancel their private medical insurance policy, and refused to refund the premiums paid. Mr B brings the complaint on behalf of himself and his wife, so for ease I will refer to all subm... (3 pages)View decision -
Decision Reference DRN-5378019
17 Jun 2025 First Response Finance Ltd UpheldConsumer CreditThe complaint Miss J is unhappy that a car supplied to her under a hire purchase agreement with First Response Finance Ltd (First Response) was of an unsatisfactory quality. When I refer to what Miss J has said and what First Response have said, it should also be taken to include things sa... (6 pages)View decision -
Decision Reference DRN-5520491
17 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5520491 The complaint Mr B complains Barclays Bank UK PLC (trading as Tesco Bank) failed to refund his deposit for a vehicle he declined to purchase. What happened On around 3 August 2024, Mr B sought to trade-in his 17-year-old caravan for a newer one from a caravan supplier (which... (5 pages)View decision -
Decision Reference DRN-5629195
17 Jun 2025 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-5629195 The complaint Mr H is unhappy with how Home Retail Group Card Services Limited, trading as Argos, have administered his credit account. What happened Mr H had a credit account with Argos which had an outstanding balance. In February 2018, Mr H entered a debt management plan ... (3 pages)View decision
