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-5723622
13 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5723622 The complaint Mr and Mrs W complain that Barclays Bank UK PLC (‘Barclays’) hasn’t reimbursed the funds they lost when they say they fell victim to a scam. What happened Mr and Mrs W say that they needed some work to be completed on their roof. The tradesman they contacted fa... (3 pages)View decision -
Decision Reference DRN-5831170
13 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5831170 The complaint Miss B complains about the quality of a vehicle she acquired through a hire purchase agreement financed by MotoNovo Finance Limited (MotoNovo). What happened In August 2022 Miss B acquired a used car through a hire purchase agreement financed by MotoNovo. The ... (5 pages)View decision -
Decision Reference DRN-5899873
13 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5899873 The complaint X complains that Barclays Bank UK Plc have unreasonably declined to refund them for payments made into an account, that they believe came about from a scam. X has appointed representatives for this complaint, but for ease of reading I’ll only refer to X and Ms... (2 pages)View decision -
Decision Reference DRN-5934125
13 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5934125 The complaint Mrs M has complained about how NewDay Ltd trading as John Lewis Credit Card (NewDay) handled a refund claim she made to them. What happened Mrs M used her NewDay credit card to hire a furniture removal company I shall call ‘C’ for their services in February 202... (5 pages)View decision -
Decision Reference DRN-5947738
13 Nov 2025 Glow Financial Services Limited Not upheldConsumer CreditDRN-5947738 The complaint Mr P complained about the quality of a TV he bought using a fixed-sum loan agreement with Glow Financial Services Limited (GFSL). What happened In February 2024, Mr P purchased a TV from an online retailer I’ll refer to as “S” for approximately £1,200. The pur... (4 pages)View decision -
Decision Reference DRN-5860809
13 Nov 2025 Castle Trust Capital PLC Not upheldBanking and PaymentsDRN-5860809 The complaint Mrs M complains how Castle Trust Capital PLC trading as Castle Trust Bank (CTB) processed an ISA transfer she requested. As a result, Mrs M has suffered inconvenience and stress, and has lost interest. What happened The circumstances that led to the complaint ... (3 pages)View decision -
Decision Reference DRN-5878072
13 Nov 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5878072 The complaint Mrs N complains that Cabot Credit Management Group Limited (“Cabot”) sent a letter to her parents’ address requesting repayment of a debt that had been settled more than ten years prior via an IVA. What happened Mrs N says that Cabot sent a letter to an old ad... (3 pages)View decision -
Decision Reference DRN-5478351
13 Nov 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5478351 The complaint The estate of Mrs W (‘the estate’) is represented by its executor (‘E’). In 2018 Mrs W suffered a loss of capacity, she moved into residential care and, later in the year, a Lasting Power of Attorney (‘LPA’) was registered for her. In 2019 her attorneys engage... (6 pages)View decision -
Decision Reference DRN-5947979
13 Nov 2025 Mulsanne Insurance Company Limited Not upheldInsuranceDRN-5947979 The complaint Mr P is unhappy with the service provided by Mulsanne Insurance Company Limited (Mulsanne) following a claim made on his car insurance policy. Mulsanne is the underwriter of this policy. Part of this complaint concerns the actions of third parties instructed o... (4 pages)View decision -
Decision Reference DRN-5877055
13 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5877055 The complaint X complains that HSBC UK Bank Plc (“HSBC”) sent statements from the joint account held with her estranged husband to her former marital home where he still resides in error. X says this gave her husband insight into what she was doing regarding the family finan... (3 pages)View decision