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 393318 results
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Decision Reference DRN-5823814
5 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5823814 The complaint Miss S complains NewDay Ltd trading as John Lewis Partnership (NewDay) shouldn’t have approved a credit card account for her. What happened Miss S says NewDay approved a credit card account for her in November 2022 with a limit of £700 at a time when she was ha... (3 pages)View decision -
Decision Reference DRN-5907121
5 Nov 2025 ONMO Limited Not upheldBanking and PaymentsDRN-5907121 The complaint Mr E complains about interest charged by ONMO Limited (ONMO) and the available balance on his credit card account. What happened In February 2025 Mr E complained to ONMO about his available balance fluctuating without justification, and interest charges on his... (3 pages)View decision -
Decision Reference DRN-5665379
5 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5665379 The complaint Miss D is unhappy that Barclays declined to refund the money she lost to an investment opportunity she now believes was a scam. What happened Miss D came across a company (run by an individual I will refer to as T in this decision) through friends who had inve... (3 pages)View decision -
Decision Reference DRN-5925002
5 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5925002 The complaint Mr W and Ms X complain that Bank of Scotland trading as Halifax won’t refund the full amount of money they lost to a scam. Although this money was lost from a joint account, Mr W was the one scammed, so I’ll mostly be referring to him throughout this complaint.... (5 pages)View decision -
Decision Reference DRN-5927021
5 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5927021 The complaint Mr W complains that Bank of Scotland trading as Halifax (“Halifax”) won’t refund the full amount of money he lost to a scam. Mr W was trustee over the accounts he has now complained about. What happened The background to this complaint is well-known to both par... (5 pages)View decision -
Decision Reference DRN-5720670
5 Nov 2025 Lenvi Servicing Limited Not upheldMortgagesDRN-5720670 The complaint This complaint is about an application that Miss H and Mr S made to Lenvi Servicing Limited for a substitution of security in connection with a Help To Buy mortgage they hold. The purpose of the substitution was to facilitate the purchase of the freehold of the... (2 pages)View decision -
Decision Reference DRN-5927960
5 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5927960 The complaint Miss W complains that Clydesdale Bank Plc trading as Virgin Money treated her unfairly when it agreed a credit card and subsequent limit increase. What happened In May 2022 Virgin Money agreed a credit card with a £6,500 limit. This was increased to £7,500 in M... (4 pages)View decision -
Decision Reference DRN-5925668
5 Nov 2025 Equifax Limited Not upheldConsumer CreditDRN-5925668 The complaint Mr M complains Equifax Limited are reporting inaccurate information on his credit file and haven’t taken reasonable steps to verify the information being reported. What happened Mr M has complained about the accuracy of data being reported on his credit file b... (8 pages)View decision -
Decision Reference DRN-5644348
5 Nov 2025 esure Insurance Limited Not upheldInsuranceDRN-5644348 The complaint Mrs M complains about the service provided by esure Insurance Limited (‘esure’) when she made a mid-term adjustment to her motor insurance policy. What happened The background to this complaint is well known to Mrs M and esure. In this decision I won’t repeat i... (3 pages)View decision -
Decision Reference DRN-5763640
5 Nov 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5763640 The complaint Mr and Mrs G complained that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined their claim when a leak from their bathroom caused damage to the downstairs of the property. What happened Mr and Mrs G made a claim when they noticed water damage i... (2 pages)View decision