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 369227 results
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Decision Reference DRN-5604318
18 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5604318 The complaint Mr W has complained HSBC UK Bank Plc, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In February 2025, Mr W applied to HSBC for a basic bank account. HSBC weren’t willing to grant him an account and turned down... (3 pages)View decision -
Decision Reference DRN-5568408
18 Jun 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5568408 The complaint Mr S complains that the vehicle he acquired through BMW Financial Services(GB) Limited, t/a ALPHERA Financial Services (“BMW”) wasn’t of satisfactory quality. He says the vehicle is not fit for purpose and he wants to reject the car and have the credit agreemen... (6 pages)View decision -
Decision Reference DRN-5207281
18 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5207281 The complaint Mrs A complains that Barclays Bank UK PLC won’t refund money she lost when she was a victim of investment scams. Mrs A is represented by a firm I’ll refer to as ‘W’. What happened The background to this complaint is well known to both parties and so I’ll only ... (4 pages)View decision -
Decision Reference DRN-5474145
18 Jun 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5474145 The complaint Mr W complains that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited trading as Mobilize Finance (RCI) is of unsatisfactory quality and that he tried to reject it within the first 30 days of the agreement, but RCI have r... (4 pages)View decision -
Decision Reference DRN-5207245
18 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5207245 The complaint Mrs A complains that Revolut Ltd won’t refund money she lost when she was a victim of investment scams. Mrs A is represented by a firm I’ll refer to as ‘W’. What happened The background to this complaint is well known to both parties and so I’ll only refer to s... (4 pages)View decision -
Decision Reference DRN-5423421
18 Jun 2025 TSB Bank plc Not upheldMortgagesDRN-5423421 The complaint Mr and Mrs R complain that TSB Bank plc didn’t offer them a lower interest rate on their mortgage. What happened Mr and Mrs R have a mortgage with TSB. Their existing fixed rate was due to expire on 31 August 2024 and on 26 July 2024 they booked a new fixed rat... (3 pages)View decision -
Decision Reference DRN-5632157
18 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5632157 The complaint Mr G has complained about the way Bank of Scotland plc trading as Halifax (‘Halifax’) handled his request for a refund in relation to a payment he made using his credit card. What happened On 18 February 2024, Mr G, whilst on holiday abroad, purchased three tic... (4 pages)View decision -
Decision Reference DRN-5207219
18 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5207219 The complaint Mrs A complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of a scam. Mrs A is represented by a firm I’ll refer to as ‘W’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some ke... (4 pages)View decision -
Decision Reference DRN-5290153
18 Jun 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5290153 The complaint Mr and Mrs N complained about Admiral Insurance (Gibraltar) Limited’s settlement of their motor insurance claim. Mr and Mrs N are both complainants, but as he’s been the main correspondent and for ease of reading, I’ve referred to only Mr N below. What happen... (4 pages)View decision -
Decision Reference DRN-5542660
18 Jun 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5542660 The complaint Mrs M and Mr M complain that ARAG Legal Expenses Insurance Company Limited declined their claim for an emergency roof repair. What happened Mrs M and Mr M held an add on policy to their contents insurance to cover home emergency repairs which is underwritten b... (3 pages)View decision
