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-5721158
30 Oct 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5721158 The complaint Mr E complains that Jaja Finance Ltd lent irresponsibly when it approved his credit card application. What happened Mr E applied for a Jaja credit card in May 2024. In his application Mr E said he had an annual income of £29,500 that Jaja calculated left him w... (2 pages)View decision -
Decision Reference DRN-5389135
30 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5389135 The complaint Mrs B complains that HSBC UK Bank Plc (“HSBC”) allowed money to be misappropriated from a joint account held with her late husband. What happened Mrs and Mrs B had joint accounts with HSBC. Sadly, Mr B passed away in the late hours of 10 March 2024. On 12 Marc... (3 pages)View decision -
Decision Reference DRN-5729105
30 Oct 2025 Equifax Limited UpheldConsumer CreditDRN-5729105 The complaint Mr S complains Equifax Limited allowed a fraudster to set up a second account and compromise his personal data. What happened Mr S was unfortunately the victim of fraud previously. To safeguard himself from this potentially happening again, he changed a lot of ... (3 pages)View decision -
Decision Reference DRN-5892537
30 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5892537 The complaint Mr E complains that HSBC UK Bank Plc accepted a payment from him for a business he believes was fraudulent. He’d like these losses reimbursed to him. What happened The background to this case is well known to both parties, so I shall cover it only briefly here... (3 pages)View decision -
Decision Reference DRN-5484576
30 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5484576 The complaint Mr C brings the complaint on behalf of C, a limited company. He’s unhappy that TSB Bank plc closed C’s bank account. What happened Mr C has told us that: • In August 2024 he was contacted and asked to provide information about his business and how C used its ... (3 pages)View decision -
Decision Reference DRN-5863210
30 Oct 2025 Liverpool Victoria Financial Services Limited UpheldInsuranceDRN-5863210 The complaint Miss L complains that Liverpool Victoria Financial Services Limited (“LV”) applied an exclusion to her income protection policy which led to her claim being declined. Miss L is also unhappy about how LV dealt with the claim, how it communicated with her and the... (9 pages)View decision -
Decision Reference DRN-5916499
30 Oct 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5916499 The complaint Miss G complains that Wise Payments Limited didn’t do enough to prevent her losing money to a scam. Miss G was initially helped with her complaint by a representative who has since ceased acting for her. But, for ease of reading, I’ll mostly just refer to Miss... (4 pages)View decision -
Decision Reference DRN-5852417
30 Oct 2025 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-5852417 The complaint Mr S complains that a car supplied to him under a hire purchase agreement with SECURE TRUST BANK PUBLIC LIMITED COMPANY trading as V12 Vehicle Finance was of an unsatisfactory quality. What happened In August 2024, Mr S was supplied with a used car under a hire... (5 pages)View decision -
Decision Reference DRN-5713585
30 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5713585 The complaint Ms Y doesn’t believe that Zopa Bank Limited acted fairly when she’d rejected a car they’d supplied to her under a hire purchase agreement. What happened In June 2024, Ms Y was supplied with a used electric car through a hire purchase agreement with Zopa. She p... (3 pages)View decision -
Decision Reference DRN-5726371
30 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5726371 The complaint Mr C complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr C met an ind... (2 pages)View decision