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-5692776
23 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5692776 The complaint Mr B says NewDay Ltd trading as Aqua (‘NewDay’), irresponsibly lent to him. He says it didn’t take reasonable steps to ensure he could afford the repayments towards a credit card. He says that this has caused him some financial problems over the time he has use... (4 pages)View decision -
Decision Reference DRN-5374106
23 Jul 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5374106 The complaint Mr and Mrs G’s complaint is about a mortgage they have with Bank of Scotland plc trading as Halifax. They have told us they think the charges applied to their mortgage when they were having financial difficulties were excessive and they are unhappy that interes... (3 pages)View decision -
Decision Reference DRN-5308109
22 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5308109 The complaint Mr S has complained that Barclays Bank UK PLC won’t refund the money he lost after falling victim to a scam. What happened In 2021, Mr S’s colleague introduced him to a cryptocurrency investment scheme, where a broker would supposedly run the trading account fo... (3 pages)View decision -
Decision Reference DRN-5692887
22 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5692887 The complaint Mr G is unhappy that a car supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited trading as Moneybarn (Moneybarn) was of an unsatisfactory quality. What happened In October 2021 Mr G was supplied with a used car through a conditional s... (5 pages)View decision -
Decision Reference DRN-5680191
22 Jul 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5680191 The complaint Mr R complains that MBNA Limited provided incorrect information to a Price Comparison Website (“PCW”) which he feels amounts to misrepresentation and which he feels induced him to apply for a MBNA credit account under false pretences. What happened Mr R used a ... (3 pages)View decision -
Decision Reference DRN-5709009
22 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5709009 The complaint Mrs R complains AXA Insurance UK Plc (“AXA”) has treated her unfairly in the way it’s handled her subsidence claim on her property insurance policy. She says it’s delayed monitoring and removing vegetation causing the damage and it didn’t do a drain survey when... (5 pages)View decision -
Decision Reference DRN-5634689
22 Jul 2025 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-5634689 The complaint Mr C complains that Somerset Bridge Insurance Services Limited mis-advised him about his motor insurance policy premium. He wants the outstanding balance waived and compensation for his trouble and upset. What happened Mr C agreed to pay for his policy premium... (2 pages)View decision -
Decision Reference DRN-5642004
22 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5642004 The complaint Mrs O complains that HSBC UK Bank Plc declined her claim for a refund of an accommodation booking paid for using her HSBC credit card account. What happened Using her HSBC credit card, Mrs O booked holiday accommodation through a company I’ll refer to as B. Unf... (2 pages)View decision -
Decision Reference DRN-5652331
22 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5652331 The complaint Mr and Mrs T’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them, under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What hap... (26 pages)View decision -
Decision Reference DRN-5246700
22 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5246700 The complaint Mr V is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr V fell victim to a cruel investment scam. After responding to an advert on social media, he was... (6 pages)View decision
