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-5370836
11 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5370836 Complaint Mrs A is unhappy that Bank of Scotland plc trading as Halifax didn't refund her after she reported falling victim to a scam. Background The background to this case is well known to the parties, so I don’t intend to set it out in full here. What follows is a su... (3 pages)View decision -
Decision Reference DRN-5441416
11 Jul 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5441416 The complaint Mr B and Mr L have complained about Admiral Insurance (Gibraltar) Limited’s (‘Admiral’s’) decision to decline a claim they made under their buildings insurance policy, for the theft of valuable contents. What happened Mr L has recounted events that occurred one... (3 pages)View decision -
Decision Reference DRN-5601651
11 Jul 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5601651 The complaint Mr S complains that Startline Motor Finance Limited provided him credit to finance the purchase of a car when it was unaffordable. What happened In June 2023, Mr S entered into a hire purchase agreement with Startline. The cash price of the car was £14,400 and... (3 pages)View decision -
Decision Reference DRN-5546648
11 Jul 2025 Aldermore Bank Plc Not upheldMortgagesDRN-5546648 The complaint B, a limited company, complains that Aldermore Bank Plc charged an early repayment charge (ERC) unfairly on repayment of a buy-to-let mortgage. Mr K is B’s director and brings this complaint on the company’s behalf. What happened B had a commercial buy-to-let... (3 pages)View decision -
Decision Reference DRN-5652649
11 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5652649 The complaint Miss L complains that HSBC UK Bank Plc have failed to refund money that she lost due to scams. What happened The circumstances of this complaint are well known to both parties so I will not go into too much detail as to what happened. In summary, Miss L was sca... (2 pages)View decision -
Decision Reference DRN-5682113
11 Jul 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5682113 The complaint Mr S complains Admiral Financial Services Limited trading as Admiral Money lent to him unfairly. He’s also unhappy that they’ve refused to refund the payments he made towards the loan, despite agreeing to write-off his outstanding balance. What happened Admira... (5 pages)View decision -
Decision Reference DRN-5683503
11 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5683503 The complaint Mr K has complained that when Barclays Bank UK PLC (“Barclays”) sent him a replacement debit card, he was unable to add the new card to a payment app on his phone. What happened After replacing a debit card for Mr K, Mr K went to add the new card details to a p... (2 pages)View decision -
Decision Reference DRN-5378481
11 Jul 2025 CB Payments Ltd Not upheldBanking and PaymentsDRN-5378481 The complaint Mr H complains that CB Payments Ltd (CB) won’t refund money he lost as a result of a scam. What happened Commencing around December 2022, Mr H fell victim to an investment scam from a company that I will call ‘Q’. Mr H says Q sold him an investment opportunity ... (3 pages)View decision -
Decision Reference DRN-5664731
11 Jul 2025 Openwork Limited Not upheldMortgagesDRN-5664731 The complaint Mr and Mrs C complain that they were mis-sold a mortgage by Openwork Limited trading as The Openwork Partnership (Openwork), as the broker did not advise them that they would need to pay an early repayment charge (ERC) on their existing mortgage. What happened M... (7 pages)View decision -
Decision Reference DRN-5604468
11 Jul 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5604468 The complaint Mr A, through his representative, complains that Oodle Financial Services Limited agreed to provide him with a finance agreement for a car purchase which he says he could not afford. What happened On 5 December 2020 Mr A agreed to purchase a second hand car and... (3 pages)View decision
