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 380824 results
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Decision Reference DRN-5686573
16 Oct 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5686573 The complaint Mr K complains Creation Consumer Finance Ltd unfairly reduced his credit limit. What happened Mr K opened a running credit account with Creation in 2022, with a limit of £5,000. In February 2025, Creation wrote to Mr K to say it had reviewed his account and ta... (2 pages)View decision -
Decision Reference DRN-5867658
16 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5867658 The complaint Ms M complains about the service she received from Bank of Scotland plc trading as Halifax (“Halifax”) when investing a lump sum received from her pension. In particular, Ms M says she was wrongly advised if she invested her funds across two products she wouldn... (3 pages)View decision -
Decision Reference DRN-5778537
16 Oct 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5778537 The complaint Mr M1 and Mr M2 complain that AXA PPP Healthcare Limited declined a claim on a private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focus on giving the reasons for ... (2 pages)View decision -
Decision Reference DRN-5659050
16 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5659050 The complaint Ms B has complained about the way Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) dealt with a claim for money back in relation to a villa she paid for using her credit card. What happened In September 2023, Ms B used her Virgin Money credit card ... (6 pages)View decision -
Decision Reference DRN-5588580
16 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5588580 THE COMPLAINT Mr L complains that Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr L is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer to Mr L solely in this decision for ... (3 pages)View decision -
Decision Reference DRN-5746413
16 Oct 2025 Origen Financial Services Limited Not upheldPensions and AnnuitiesDRN-5746413 The complaint Mrs W disputes responsibility to pay the advice fee charged by Origen Financial Services Limited trading as Origen Financial Services (‘Origen’) for its advice on transferring her Defined Benefits Pension (‘DBP’). What happened Mrs W predetermined that the DBP... (4 pages)View decision -
Decision Reference DRN-5883130
16 Oct 2025 Mortgage Advice Bureau Limited Not upheldMortgagesDRN-5883130 The complaint Mr C and Mrs W’s complaint is about the service they received from a mortgage broker that represented Mortgage Advice Bureau Limited (MAB) in 2023 and 2024. They have said they were misled into believing that they had a mortgage offer in place, which was not th... (5 pages)View decision -
Decision Reference DRN-5571182
16 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5571182 The complaint Miss B complains that Revolut Ltd won’t refund money she lost when she was a victim of a job scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2025 Miss B fell victim to a job s... (4 pages)View decision -
Decision Reference DRN-5864990
16 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5864990 The complaint Mr B complains about how The Royal Bank of Scotland Plc (RBS) handled his accounts following his bankruptcy. What happened In January 2025, Mr B entered into bankruptcy. As a result, RBS were notified as he had a current account and credit card account with it... (2 pages)View decision -
Decision Reference DRN-5540167
16 Oct 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5540167 The complaint Mr O complains about how Bank of Scotland Plc trading as Halifax has administered his mortgage when he was in arrears. What happened Mr O has an interest only mortgage with Halifax. Mr O had a fixed interest rate of 2.18% fixed until 31 January 2025. The mortga... (7 pages)View decision
