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-5905198
5 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5905198 The complaint Mr O complains that Barclays Bank UK PLC trading as Barclaycard didn’t respond to letters he sent about his credit card account. What happened Mr O is a Barclaycard customer. After agreeing a repayment plan, Mr O wrote to Barclaycard in mid-March 2025 asking fo... (3 pages)View decision -
Decision Reference DRN-5779004
5 Nov 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5779004 The complaint Miss B and Miss N complain about a claim being declined by Acromas Insurance Company Limited on their parts and garage policy. Throughout the claim and complaint process, Miss B and Miss N have had a representative helping them. In this decision, any reference ... (4 pages)View decision -
Decision Reference DRN-5907845
5 Nov 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5907845 The complaint Ms M says HSBC UK Bank Plc (‘HSBC’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a personal loan. She says that her financial situation was precarious at the time of the loan approva... (4 pages)View decision -
Decision Reference DRN-5889315
5 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5889315 The complaint Ms F is unhappy that Santander UK Plc hasn’t refunded payments she made after falling victim to a purchase scam. What happened In summary, Ms F was looking to book a holiday and contacted what she believed was a legitimate company online. Between 14 and 19 Feb... (3 pages)View decision -
Decision Reference DRN-5613760
5 Nov 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5613760 The complaint Mr W complains that a car acquired through a hire purchase agreement financed by Blue Motor Finance Ltd (‘BMF’) is of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them... (3 pages)View decision -
Decision Reference DRN-5715808
5 Nov 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5715808 The complaint Mrs J complains Aviva Insurance Limited (Aviva) didn’t offer a sufficient cash in lieu payment to complete the necessary repairs to her damaged car after she made a claim on her motor insurance policy. And it provided a poor level of service that caused delays.... (2 pages)View decision -
Decision Reference DRN-5774061
5 Nov 2025 Chester Rose Financial Planning Limited UpheldPensions and AnnuitiesDRN-5774061 The complaint The estate of X has complained that Chester Rose Financial Planning Limited advised X to draw down on his self-invested personal pension (SIPP) before his 75 th birthday to avoid a Lifetime Allowance (LTA) Charge, but that this was structured incorrectly and in... (8 pages)View decision -
Decision Reference DRN-5923020
5 Nov 2025 Hadron UK Insurance Company Limited UpheldInsuranceDRN-5923020 The complaint L, a limited company, complains about how Hadron UK Insurance Company Limited (“Hadron”) handled a claim it made under its buildings insurance policy. Mr S, a director of L, brings the complaint on L’s behalf. L is also professionally represented in this compl... (5 pages)View decision -
Decision Reference DRN-5883116
5 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5883116 The complaint Miss O complains that Monzo Bank Ltd (‘Monzo’) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties and has been laid out in detail by... (4 pages)View decision -
Decision Reference DRN-5929155
5 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5929155 The complaint Mr C complains Monzo Bank Ltd didn’t do enough to prevent gambling transactions leaving his account. What happened Mr C held a current account with Monzo and since at least August 2023 had various gambling blocks applied to the account – which Mr C activated th... (8 pages)View decision