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 381196 results
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Decision Reference DRN-5367376
23 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5367376 The complaint Ms B complains that Bank of Scotland plc trading as Halifax refund the full amount of money she lost to a scam. What happened Ms B saw an advertisement on social media for a job opportunity where she could work from home. She provided her details and shortly af... (4 pages)View decision -
Decision Reference DRN-5710102
23 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5710102 The complaint Mr F’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’) and (2) b... (4 pages)View decision -
Decision Reference DRN-5644616
23 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5644616 The complaint A sole trader, who I’ll refer to as Mr C, complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) acted unfairly in putting his bounce back loan (“BBL”) into default and transferring it to external debt collection agents. What happened Mr C ... (3 pages)View decision -
Decision Reference DRN-5650052
23 Jul 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5650052 The complaint Mr W and Ms W had a mortgage account with The Royal Bank of Scotland Plc. They complain that the bank incorrectly reported their account as being in arrears to the credit reference agencies. What happened Mr W and Ms W had a mortgage account with RBS - known as... (2 pages)View decision -
Decision Reference DRN-5570861
23 Jul 2025 Calpe Insurance Company Limited UpheldInsuranceDRN-5570861 The complaint Mr C and Mr L complain that Calpe Insurance Company Limited unfairly avoided a motor insurance policy and declined a claim. Mr C and Mr L have been represented by a legal representative on the complaint. But for simplicity and because Mr C was the main policyho... (3 pages)View decision -
Decision Reference DRN-5710430
23 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5710430 The complaint Mrs B complains that HSBC UK Bank Plc (“HSBC”) unfairly applied an inhibit to her joint account held with her estranged husband Mr B. What happened Mr and Mrs B held a joint account ending in 9268 with HSBC where the statements show their joint household expens... (4 pages)View decision -
Decision Reference DRN-5432298
23 Jul 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5432298 The complaint Miss E is unhappy with how Admiral Insurance (Gibraltar) Limited (Admiral) has said it will settle a claim made under her motor insurance policy. Any references to Admiral include its agents. Miss E is represented by Mr G. What happened Miss E’s car was invol... (2 pages)View decision -
Decision Reference DRN-5241730
23 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5241730 The complaint Mr C complains that Barclays Bank UK PLC won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of b... (4 pages)View decision -
Decision Reference DRN-5710456
23 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5710456 The complaint Mr M complains that his commercial vehicle insurer, Ageas Insurance Limited (‘Ageas’) undervalued his car after it was declared a total loss. What happened I issued a provisional decision regarding this complaint earlier this month. An extract from that decisi... (7 pages)View decision -
Decision Reference DRN-5334566
23 Jul 2025 Barclays Bank UK PLC Not upheldInvestmentsDRN-5334566 The complaint Miss B brings a complaint on behalf of the estate of her late mother, Mrs B. She says Barclays Bank Plc (‘Barclays’) has behaved unfairly in respect of administering Mrs B’s investment ISA. What happened Both Miss B and her brother (who I will refer to as Mr B ... (3 pages)View decision
