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 392389 results
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Decision Reference DRN-5950265
14 Nov 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5950265 The complaint With the help of a professional representative (PR), Mr M complains that Moneybarn No.1 Limited lent to him irresponsibly. For ease, I’ll mainly refer to the action of the PR as being those of Mr M. What happened Mr M applied for and entered into a Conditional ... (4 pages)View decision -
Decision Reference DRN-5879609
14 Nov 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5879609 The complaint Miss T complains PayPal UK Ltd have asked her to pay back money she feels is unfair. What happened Miss T sold four concert tickets, but in error sent eight to one buyer and none to the other buyer. The buyer who didn’t receive the tickets opened a buyer prot... (3 pages)View decision -
Decision Reference DRN-5854532
14 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5854532 The complaint Mrs E complains that HSBC UK Bank Plc won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In August 2024, Mrs E was looking to buy some flight tickets. She was recommended a travel agent by a friend of her husban... (4 pages)View decision -
Decision Reference DRN-5950737
14 Nov 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5950737 The complaint Miss R has complained about her property insurer Liverpool Victoria Insurance Company Limited regarding her ongoing subsidence claim. What happened In 2019 Miss R made a subsidence claim to LV. LV’s loss adjuster, in April 2020 felt the property was stable and... (4 pages)View decision -
Decision Reference DRN-5923389
14 Nov 2025 Metro Bank PLC Not upheldMortgagesDRN-5923389 The complaint Miss B’s complaint is about how Metro Bank PLC treated her after she started experiencing financial difficulties. She’s also unhappy that Metro Bank insists on communicating by letter or telephone, rather than emailing, which would be her preference. What happe... (3 pages)View decision -
Decision Reference DRN-5894939
13 Nov 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5894939 The complaint Mr D complains about the quality of a vehicle he acquired through a hire purchase agreement financed by CA Auto Finance UK Ltd (CA). What happened In March 2023 Mr D acquired a new car through a hire purchase agreement financed by CA. Mr D complained to the de... (3 pages)View decision -
Decision Reference DRN-5906941
13 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5906941 The complaint Mr Z complains that Revolut Ltd declined his chargeback claim. What happened On 18 May 2025 Mr Z purchased two items on eBay for £2,330.46 and paid via PayPal which was linked to his Revolut card. Mr Z received and returned the items on 20 May 2025 but didn’t r... (2 pages)View decision -
Decision Reference DRN-5732709
13 Nov 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5732709 The complaint A limited company, which I’ll refer to as ‘T’, complains that The Royal Bank of Scotland Plc (“RBS”) accepted a standing order payment that T didn’t expect would be made to its Bounce Back Loan (“BBL”). T’s complaint is brought to this service by its director, ... (3 pages)View decision -
Decision Reference DRN-5948477
13 Nov 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5948477 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (15 pages)View decision -
Decision Reference DRN-5948211
13 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5948211 The complaint Mrs H is unhappy Nationwide Building Society won’t refund payments she says she made as part of a scam. Mrs H is represented by her daughter in the complaint. What happened In September 2023 Mrs H was ‘cold called’ by a building company, I’ll call “F”, offering... (9 pages)View decision