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 400694 results
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Decision Reference DRN-6276385
8 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6276385 The complaint Ms B complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund payments she made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I under... (4 pages)View decision -
Decision Reference DRN-5925876
8 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5925876 The complaint Mr D has complained that HSBC UK Bank Plc trading as first direct “HSBC” declined his claim for money back in relation to the supply and installation of a garden building he paid in part with his credit card. What happened All parties are familiar with the fac... (4 pages)View decision -
Decision Reference DRN-6273294
8 Apr 2026 HCC International Insurance Company Plc Not upheldInsuranceDRN-6273294 The complaint Mrs T and Miss G have complained that HCC International Insurance Company Plc have avoided their property insurance policy. And refused their claim because of this. Any reference to HCC includes its agents or trading names. Mrs T and Miss G are represented by... (8 pages)View decision -
Decision Reference DRN-6117316
8 Apr 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6117316 The complaint Mr G complains that he experienced repeated errors when trying to make payments to his credit account with PayPal UK Ltd (trading as PayPal). What happened Mr G says that he attempted to make payments to his PayPal credit account using both his PayPal balance ... (4 pages)View decision -
Decision Reference DRN-6276254
8 Apr 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6276254 The complaint Mr L complains about a hire purchase agreement taken out with CA Auto Finance UK Ltd (“CA Auto”), including its decision to lend to him and how it dealt with the voluntary termination of the agreement. Mr L is bringing the complaint with the help of his wife, ... (7 pages)View decision -
Decision Reference DRN-6202969
8 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6202969 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (6 pages)View decision -
Decision Reference DRN-6273811
8 Apr 2026 Zenauto Limited Not upheldConsumer CreditDRN-6273811 The complaint Mr S complains about the process Zenauto Limited (Zenauto) apply when Penalty Charge Notices (PCNs) are received. 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 ev... (2 pages)View decision -
Decision Reference DRN-6165605
8 Apr 2026 Close Brothers Limited Not upheldConsumer CreditDRN-6165605 The complaint Mr J complains that an agreement he took out with Close Brothers Limited trading as Close Brothers Premium Finance (“CBPF”) was mis-sold to him as the terms of it weren’t clearly explained to him. What happened In December 2024, Mr J took out an insurance poli... (3 pages)View decision -
Decision Reference DRN-6264334
8 Apr 2026 MBNA Limited Not upheldBanking and PaymentsDRN-6264334 The complaint MBNA Limited (MBNA) provided Mr S with a credit card in 2023. It had a credit limit of £9,600. Mr S says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The f... (3 pages)View decision -
Decision Reference DRN-6168093
8 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6168093 The complaint Miss B is unhappy with the action taken by Monzo Bank Ltd to close her account and record her details with Cifas – a fraud prevention agency. What happened Miss B says she needed money for a visa extension and borrowed £4,000 from a family friend, who I’ll cal... (4 pages)View decision