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 121262 results
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Decision Reference DRN-5336408
11 Mar 2025 The Caravan Club Ltd UpheldInsuranceDRN-5336408 The complaint Mr D has complained that an agent of The Caravan Club Ltd caused damage to his motorhome when he asked for assistance while travelling abroad and the Caravan Club misled him into believing repairs carried out in the UK would be met under his motorhome insurance... (3 pages)View decision -
Decision Reference DRN-5337285
11 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5337285 The complaint Miss L complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss L applied for a credit card with Aqua in August 2021. In her application, Miss L said she ... (4 pages)View decision -
Decision Reference DRN-5387278
11 Mar 2025 PSI-Pay Ltd UpheldBanking and PaymentsDRN-5387278 The complaint Ms D complains PSI-Pay Ltd, the cashback card provider for Utility Warehouse (UW), blocked her cashback card several times after it requested an identity check, meaning she lost out financially and couldn’t access funds on this card. Ms D also complains she has... (4 pages)View decision -
Decision Reference DRN-5075764
11 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5075764 The complaint Miss T is unhappy Monzo Bank Ltd will not refund the money she lost as the result of an authorised push payment (APP) scam. What happened As both parties are aware of the details of the scam I will not repeat them in full here. In summary, Miss T fell victim to... (3 pages)View decision -
Decision Reference DRN-4882459
11 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4882459 The complaint A company, which I’ll refer to as W, complains that HSBC UK Bank Plc won’t reimburse it after it lost money to a scam. Ms P, who is the director of W, brings the complaint on W’s behalf via a professional representative. For ease of reading, I’ll refer to all s... (4 pages)View decision -
Decision Reference DRN-4919524
11 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-4919524 The complaint Mr P is unhappy that BMW Financial Services (GB) Limited trading as MINI Financial Services (‘BMWFS’) recorded a default on his credit file, in relation to a car they had supplied to him under a hire purchase agreement. What happened In December 2018, Mr P was... (3 pages)View decision -
Decision Reference DRN-5386075
11 Mar 2025 Barclays Bank Plc UpheldBanking and PaymentsDRN-5386075 The complaint A company, which I’ll refer to as R, complains that in the conduct of their Know Your Customer review (KYC), Barclays Bank Plc unfairly closed its account which caused significant financial loss. In bringing this complaint, R is represented by its director who... (4 pages)View decision -
Decision Reference DRN-5281020
11 Mar 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5281020 The complaint Miss D and Mr S complain that Barclays Bank UK PLC declined their application for a mortgage because it didn’t think the property concerned was suitable security. They are unhappy that this happened after Barclays had previously issued them with a mortgage offe... (4 pages)View decision -
Decision Reference DRN-5386873
11 Mar 2025 Everyday Lending Limited UpheldConsumer CreditDRN-5386873 The complaint Mrs H has complained about a loan Everyday Lending Limited trading as Everyday Loans provided to her. She says the loan was unaffordable and therefore shouldn’t have been given to her. What happened Mrs H enquired about a loan of £1,000 with Everyday Loans. She... (4 pages)View decision -
Decision Reference DRN-5165688
11 Mar 2025 Aviva Insurance Limited UpheldInsuranceDRN-5165688 The complaint Mr and Mrs W complain Aviva Insurance Limited handled their subsidence claim, made against a residential property owners insurance policy, poorly. Aviva’s been represented by agents for the claim at points. For simplicity I’ve generally referred to the represe... (3 pages)View decision
