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-5848363
10 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5848363 The complaint Miss S complains that Bank of Scotland plc trading as Halifax (“Halifax”) failed to recover money in respect of faulty building work. What happened In early 2023 Miss S made two payments totalling £5,640 for the installation of doors in a property. She wasn’t s... (2 pages)View decision -
Decision Reference DRN-5873901
10 Oct 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5873901 The complaint Mrs L’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (th... (3 pages)View decision -
Decision Reference DRN-5839923
10 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5839923 The complaint Mr B complains (‘Barclays’) hasn’t reimbursed him following an Authorised Push Payment (‘APP’) investment scam he fell victim to. He says Barclays should reimburse him for the money he lost. Mr B has brought the complaint with the assistance of a professional ... (8 pages)View decision -
Decision Reference DRN-5840266
10 Oct 2025 Arthur J. Gallagher Insurance Brokers Limited Not upheldInsuranceDRN-5840266 The complaint Miss J complains that Arthur J. Gallagher Insurance Brokers Limited mis-sold a legal expenses policy to her. What happened Miss J owns a property that was let to tenants. She took out landlord’s insurance to cover the building, together with some legal expenses... (3 pages)View decision -
Decision Reference DRN-5805017
10 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5805017 The complaint Ms C complains about Barclays Bank UK PLC (Barclays) after she sent an international payment from her account with them. Ms C says this caused her significant stress, disruption and inconvenience. What happened In late February 2025, Ms C used Barclays’ intern... (3 pages)View decision -
Decision Reference DRN-5873621
9 Oct 2025 Lendable Ltd Not upheldConsumer CreditDRN-5873621 The complaint Mr S complains that Lendable Ltd was irresponsible to lend to him on two occasions, and made an error by not collecting a payment. What happened Lendable agreed two loans for Mr S in 2024. The first was for £8,000 agreed in January 2024. The total amount owed ... (5 pages)View decision -
Decision Reference DRN-5470308
9 Oct 2025 National House-Building Council Not upheldInsuranceDRN-5470308 The complaint Mrs O has complained that National House-Building Council trading as NHBC unfairly declined a claim she made under her building warranty. What happened Mrs O’s property was completed in June 2019 and benefited from a ten-year Buildmark building warranty underwr... (4 pages)View decision -
Decision Reference DRN-5742800
9 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5742800 The complaint Mr E complains that two credit card accounts with Vanquis Bank Limited weren’t affordable for him and shouldn’t have been provided to him. What happened Mr E applied to Vanquis Bank for a credit card account in August 2020. His application was accepted and a cr... (3 pages)View decision -
Decision Reference DRN-5831727
9 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5831727 The complaint Mr D complains that he hasn’t received any statements since 2017 from HSBC UK Bank Plc. What happened Mr D holds a credit card account with HSBC. In 2017 he set up an arrangement to pay with the assistance of the Citizens Advice Bureau. The agreement was to pay... (2 pages)View decision -
Decision Reference DRN-5498099
9 Oct 2025 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-5498099 The complaint Miss P complains about a car supplied to her using a conditional sale agreement taken out with Moneybarn No.1 Limited (“Moneybarn”). What happened In May 2024, Miss P acquired a used car using a conditional sale agreement with Moneybarn. The car was around six... (4 pages)View decision