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 392389 results
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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 -
Decision Reference DRN-5860113
16 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5860113 The complaint Mr T complains that HSBC UK Bank Plc declined his disputed transaction claim. What happened Mr T booked a stay at a hotel and paid using his HSBC credit card. The cost of the hotel was 3300 Euros. When Mr T arrives at the hotel, he discovered that the air condi... (3 pages)View decision -
Decision Reference DRN-5772855
16 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5772855 The complaint Mr R complains NewDay Ltd irresponsibly provided him with a credit card. What happened NewDay provided Mr R with a credit card under its Marbles brand in April 2024. The original limit provided was for £1,200 which was increased to £1,700 in July 2024. Mr R co... (5 pages)View decision -
Decision Reference DRN-5802314
16 Oct 2025 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5802314 The complaint Mr E complains that Salary Finance Loans Limited unfairly recorded adverse information against his credit file following a repayment arrangement he made. What happened Mr E holds a personal loan account with Salary Finance. The loan was for £3,500 repayable ov... (5 pages)View decision -
Decision Reference DRN-5886590
16 Oct 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5886590 The complaint Mr M complains about the way Starling Bank Limited handled a claim he made in respect of a transaction made with his debit card. What happened Mr M purchased an item for £50 from a private online seller. He says the seller didn’t provide him with the goods he ... (5 pages)View decision -
Decision Reference DRN-5822341
16 Oct 2025 Sytner Limited Not upheldConsumer CreditDRN-5822341 The complaint Mr M complains that a finance agreement with Sytner Limited trading as Sytner Coventry (‘Sytner’) was mis-sold to him. Mr M is represented in this complaint but for ease of reference I will refer to Mr M throughout. What happened The parties are familiar with t... (2 pages)View decision