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-5714429
10 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5714429 The complaint Mr B is unhappy with Bank of Scotland plc trading as Halifax. Mr B is unhappy about issues around a Cash ISA. He said he couldn’t get online to deal with the account and when he rang, he was waiting for the call to be picked up for over 20 minutes and still did... (2 pages)View decision -
Decision Reference DRN-5872394
10 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5872394 The complaint Mr S complains Nationwide Building Society won’t re-open his Individual Savings Account (“ISA”) after his new provider incorrectly requested a full transfer – which meant his Nationwide ISA was closed. Mr S has been represented by his son, Mr B, but for ease I’... (3 pages)View decision -
Decision Reference DRN-5873321
10 Oct 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5873321 The complaint Mr S complains Bank of Scotland plc trading as Halifax incorrectly requested a full transfer of his Individual Savings Account (“ISA”) balance from another provider, rather than a partial transfer. As a result, his ISA with the other provider was closed and has... (4 pages)View decision -
Decision Reference DRN-5873864
10 Oct 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5873864 The complaint Mrs B complains Aviva Insurance Limited (Aviva) failed to carry out appropriate repairs following a claim she made under her drainage and plumbing insurance policy. Mrs B is being represented in this complaint by a relative, but as Mrs B is the policyholder, an... (3 pages)View decision -
Decision Reference DRN-5756927
10 Oct 2025 Vitality Health Limited Not upheldInsuranceDRN-5756927 The complaint Mr R has complained that Vitality Health Limited declined a claim he made on a private medical insurance policy. What happened In March 2025 Mr R requested cover for platelet rich plasma (PRP) injections. AXA had declined to pay for the procedure due to it be... (2 pages)View decision -
Decision Reference DRN-5650990
10 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5650990 The complaint Mr A complains that Zopa Bank Limited trading as Zopa was irresponsible in its lending to him. Mr A is represented by a third party but for ease of reference I have referred to Mr A throughout this decision. What happened Mr A was provided with two loans by Zop... (3 pages)View decision -
Decision Reference DRN-5875499
10 Oct 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5875499 The complaint Mr and Mrs M’s complaint is, in essence, that Mitsubushi HC Capital UK Plc trading as Hitachi Personal Finance, (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credi... (7 pages)View decision -
Decision Reference DRN-5871393
10 Oct 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5871393 The complaint Mr R complains Creation Consumer Finance Ltd (“Creation”) didn’t accept his claim under Section 75 for a faulty boiler. What happened The background to this complaint is well known to both parts, so I haven’t repeated it at length here. As a summary, in Novemb... (6 pages)View decision -
Decision Reference DRN-5744388
10 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5744388 The complaint Mr E has complained about how Barclays Bank UK PLC (Barclays) handled a refund claim he made to them. What happened Mr E purchased wrestling belts from an online marketplace I shall call ‘W’ in December 2024 using his Barclays debit card. These were two separat... (4 pages)View decision -
Decision Reference DRN-5641665
10 Oct 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5641665 The complaint Ms D complains Toyota Financial Services (UK) PLC trading as Toyota Financial Services (“Toyota”) irresponsibly lent to her. What happened Ms D had two agreements with Toyota. The first was in February 2020 for £14,255.65 to be repaid over 48 months with a mon... (3 pages)View decision