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 4096 results
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Decision Reference DRN-3648357
12 Oct 2022 CB Payments Ltd Not upheldBanking and PaymentsDRN-3648357 The complaint Mr A is unhappy that CB Payments Ltd won’t refund money he was tricked into transferring to a fraudster. What happened Mr A fell victim to an investment scam. As part of the scam he opened both an electronic money account provided by CB Payments and a cryptocurren... (3 pages)View decision -
Decision Reference DRN3579006
13 Sep 2016 Glyn Hopkin Limited UpheldBanking and creditMrs Q has complained that Glyn Hopkin Limited mis-sold her a finance agreement for a car.backgroundfactsIn total, Mrs Q has had three finance agreements, arranged by Glyn Hopkin.The first was taken out in September 2014, for Car 1. The monthly repayments were £23... (4 pages)View decision -
Decision Reference DRN9215156
10 Mar 2020 UK Insurance Limited UpheldInsurance (excluding PPI)Mr K has complained about U K Insurance Limited’s (UKI) handling of a claim on his motor insurance policy.It was Mr K’s company, rather than Mr K himself, that leased the insured car. But it was Mr K who insured the car personally, so for ease I’ll refer to Mr K as being the leaseholder.Re... (7 pages)View decision -
Decision Reference DRN-5016606
8 Apr 2025 JBR Capital Limited Not upheldConsumer CreditDRN-5016606 The complaint Mr O complains that JBR Capital Limited (JBR), incorrectly registered a Cifas fraud marker against him. What happened Mr O said he realised in September 2023 that a Cifas fraud marker was applied to his credit file in November 2021 after he applied and was decl... (3 pages)View decision -
Decision Reference DRN6081319
30 Sep 2013 Barclays Bank Plc Not upheldBanking and creditMr and Mrs R’s complaint concerns their mortgage (structured as a number of sub- accounts), which they hold with Barclays Bank Plc. They have raised a number of issues, including the various interest rates they have been charged, Barclays passing their personal information to a third ... (3 pages)View decision -
Decision Reference DRN-5469374
18 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5469374 The complaint Miss P complains that Santander UK Plc has declined to refund payments she made as part of a scam. What happened Miss P was looking to generate some extra income, and was introduced to an investment by the wife of a work colleague. This investment was with a c... (3 pages)View decision -
Decision Reference DRN4411574
7 Jun 2017 Express Finance (Bromley) Limited UpheldBanking and creditMr H complains that Express Finance (Bromley) Limited (trading as Payday Express) gave him loans that he couldn’t afford.backgroundMr H took five loans from Payday Express. The first was in December 2012, for £300 this was rolled over twice. The second loan, in Ma... (3 pages)View decision -
Decision Reference DRN3542474
15 Jan 2021 Davies Financial Limited UpheldInvestment and pensionsComplaint Mr and Mrs S were both members and Trustees of “the SSAS” (a small self administered scheme - a pension). Their complaint is that in November 2007 Davies Financial Limited (Davies Financial) advised them to invest in the Stirling Mortimer Cape Verde No 4 Fund which they believe w... (48 pages)View decision -
Decision Reference DRN-5932617
6 Nov 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5932617 The complaint Mr A has complained about Capital One (Europe) plc’s offer to settle his claim under Section 56 of the Consumer Credit Act 1974 (‘Section 56’). What happened In 2022, Mr A bought a motorhome from a company I’ll refer to as ‘X’ for £53,290. Mr A paid X a £2,000 ... (6 pages)View decision -
Decision Reference DRN-3840698
6 Jan 2023 Indigo Michael Limited UpheldConsumer CreditDRN-3840698 The complaint Mr E (through a representative) has complained that Indigo Michael Limited (trading as SafetyNet Credit (SNC)) didn’t complete enough affordability checks before providing him with the facility. Mr E says by granting the facility it pushed him further into debt. W... (3 pages)View decision