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
-
Decision Reference DRN-5509842
22 Jul 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5509842 The complaint Mr S’s complaint is about the rejection of a claim made under the legal expenses section of his landlord insurance policy with ARAG Legal Expenses Insurance Company Limited. What happened Mr S took out the policy with ARAG in March 2023. In March 2024, Mr S mad... (5 pages)View decision -
Decision Reference DRN-5509170
22 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5509170 The complaint Mr H complains that he couldn’t log into his Bank of Scotland plc (BoS) account via its banking app. What happened When Mr H tried to use his BoS bank app he found that it wouldn’t work. Mr H uninstalled and reinstalled the app but still couldn’t log in to his ... (2 pages)View decision -
Decision Reference DRN-5646863
22 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5646863 The complaint Miss K complains that a car supplied with finance from BMW Financial Services (GB) Limited trading as Alphera Financial Services (BMWFS) wasn’t of satisfactory quality. What happened In October 2024 Miss K was supplied with a car and entered into a hire purchas... (3 pages)View decision -
Decision Reference DRN-5509314
22 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5509314 The complaint Mr K complains NewDay Ltd trading as NewPay (“NewDay”) didn’t carry out proportionate checks when lending to him, and the lending was unaffordable. Mr K is represented by a professional third party, but for ease of reference I’ll mostly refer to Mr K throughou... (3 pages)View decision -
Decision Reference DRN-5553098
22 Jul 2025 Bamboo Limited Not upheldConsumer CreditDRN-5553098 The complaint Mr N complains that Bamboo Limited trading as Bamboo Loans irresponsibly lent to him. Mr N says he was struggling with gambling at the time Bamboo lent, and had it carried out sufficient checks, it would have seen that he couldn’t repay what it agreed to lend h... (3 pages)View decision -
Decision Reference DRN-5332597
22 Jul 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5332597 The complaint Miss W complains about the quality of a car supplied to her by Stellantis Financial Services UK Limited (‘SF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role res... (4 pages)View decision -
Decision Reference DRN-5280500
22 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5280500 The complaint Mr H complains Monzo Bank Ltd won’t refund payments he made when he fell victim to a blackmail scam. What happened Mr H had been speaking to someone online, and they went on to threaten him that they would share private information if he didn’t pay them. On 20 ... (2 pages)View decision -
Decision Reference DRN-5648549
22 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5648549 The complaint Mr C complains that Bank of Scotland plc trading as Halifax continued to block a payment on his card after he had called to get the block removed. What happened In January 2025 Mr C attempted to purchase flights through an airline’s website. His card was declin... (2 pages)View decision -
Decision Reference DRN-5707130
22 Jul 2025 Carcashpoint Limited Not upheldConsumer CreditDRN-5707130 Complaint Miss W complains that CarCashPoint Limited (“CCP”) unfairly provided a logbook loan to her. She’s said the monthly payments to the agreement were unaffordable and so she shouldn’t have been accepted for it. Background In April 2023, CCP provided Miss W with a logb... (4 pages)View decision -
Decision Reference DRN-5704743
22 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5704743 The complaint Mr C complains that HSBC UK Bank plc (‘HSBC’) defaulted his credit card and personal loan accounts after entering a payment plan with them. Mr C wants the defaults removed from his credit file. What happened Mr C is assisted by Miss C in this matter. For ease... (3 pages)View decision
