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 375868 results
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Decision Reference DRN-5282961
3 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5282961 The complaint Mr W complains Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund the full amount of money he lost to a scam. What happened Halifax investigated the complaint and upheld it in part. Halifax found it should have intervened on the last payment Mr W ... (2 pages)View decision -
Decision Reference DRN-5631204
3 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5631204 The complaint Miss A complains that a car supplied to her under a hire purchase agreement with Black Horse Limited (Black Horse) was of unsatisfactory quality. What happened The circumstances of this case are well known to both parties, so I won’t repeat everything here. To... (4 pages)View decision -
Decision Reference DRN-5657665
3 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5657665 The complaint Mr and Mrs S complain that Lloyds Bank PLC (Lloyds) closed their joint current account without providing any reason or explanation. What happened Mr and Mrs S held a current account with Lloyds. Following an internal review, Lloyds wrote to Mr S on 25 March 202... (2 pages)View decision -
Decision Reference DRN-5596228
3 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5596228 The complaint Mr and Mrs B complain about a claim Mr B made on their INTACT INSURANCE UK LIMITED (‘Intact’) legal expenses insurance policy. Mr and Mrs B say Intact treated Mr B unfairly. This complaint is brought by Mr B’s representative but in this decision, I shall refer ... (4 pages)View decision -
Decision Reference DRN-5727802
3 Sep 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5727802 The complaint Mr M says Motability Operations Limited (MOL) were unreasonable not to pay him a Good Condition Payment (GCP). What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key event... (2 pages)View decision -
Decision Reference DRN-5546957
3 Sep 2025 Western Union Payment Services GB Limited Not upheldBanking and PaymentsDRN-5546957 The complaint Mr S complains that Western Union Payment Services GB Limited trading as Western Union (WU) made a payment he requested in cash to a bank account not in the requested recipient’s name. What happened In December 2024 Mr S requested WU to make a payment to a reci... (2 pages)View decision -
Decision Reference DRN-5625374
3 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5625374 The complaint A company, which I’ll refer to as N, complains that Lloyds Bank PLC wouldn’t reimburse a loss it suffered after losing money to fraud. Mr N, who is a director of N, brings the complaint on N’s behalf with the assistance of a professional representative. What ha... (3 pages)View decision -
Decision Reference DRN-5585543
3 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5585543 The complaint Miss Y is unhappy with the way AXA Insurance UK Plc (AXA) handled her claim following an escape of water. Miss Y had buildings insurance underwritten by AXA. When I refer to what Miss Y said or what AXA said, it should be taken to include things said on their b... (4 pages)View decision -
Decision Reference DRN-5169997
3 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5169997 The complaint Mr F complains Barclays Bank UK PLC won’t refund the full amount of money he lost to a scam. What happened Mr F sent £36,500 to what he thought was a legitimate investment. When the company went into administration, Mr F says he realised he had been scammed. So... (3 pages)View decision -
Decision Reference DRN-5640834
3 Sep 2025 247 Money Group Limited Not upheldConsumer CreditDRN-5640834 The complaint Mr F complains 247 Money Group Limited (“247”) irresponsibly lent to him. What happened In December 2021 Mr F took out motor finance with 247. He was provided with £8,250 to be repaid over 60 months with a monthly repayment amount of £287.80. In January 2022 ... (3 pages)View decision
