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 369228 results
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Decision Reference DRN-5610426
17 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5610426 The complaint Miss O has complained that Barclays Bank UK PLC (“Barclays”) has failed to cancel her Avios Rewards package since December 2022. What happened Miss O chose to add an Avios Rewards package to her Premier account in November 2022. In December 2022, Miss O asked t... (3 pages)View decision -
Decision Reference DRN-5002095
17 Jun 2025 Hargreaves Lansdown Asset Management Limited Not upheldInvestmentsDRN-5002095 The complaint Mr S complains that Hargreaves Lansdown Asset Management Limited (“HL”) prevented him from using his voting rights in relation to US shares he holds in his Lifetime ISA. What happened On 22 April 2024, following a call from Mr S, HL sent him an email with info... (4 pages)View decision -
Decision Reference DRN-4752064
17 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4752064 The complaint Mr S complains that Lloyds Bank Plc didn’t do enough to protect him from the financial harm caused by a romance scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (6 pages)View decision -
Decision Reference DRN-5473244
17 Jun 2025 EUI Limited Not upheldInsuranceDRN-5473244 The complaint Mr P complains EUI Limited trading as “Admiral” set up his motor insurance policy incorrectly as it didn’t use his correct name. He says this caused him distress and inconvenience and put him at risk of not being covered in the event of a claim. He’s also unhap... (3 pages)View decision -
Decision Reference DRN-5520627
17 Jun 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5520627 The complaint Mr R is unhappy that Zurich Insurance Company Ltd (“Zurich”) unfairly declined his claim for damage following a water leak. Zurich were providing a home insurance policy. What happened Mr R made a claim following damage to the downstairs of his property from a ... (3 pages)View decision -
Decision Reference DRN-5558558
17 Jun 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5558558 Complaint Mr M complains that Oodle Financial Services Limited (trading as “Oodle” Car Finance) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable. Background In February 2019, Oodle provided Mr ... (3 pages)View decision -
Decision Reference DRN-5610971
17 Jun 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5610971 The complaint Mr P is unhappy with how PayPal UK Ltd administered a revolving credit account. What happened Around April 2023 Mr P entered into a revolving credit account ‘PayPal credit’ with PayPal. In September 2024 Mr P purchased a laptop for a cost of £1,479.98 from a c... (4 pages)View decision -
Decision Reference DRN-5491062
17 Jun 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5491062 The complaint Mr M is unhappy with how he’s been treated by Kensington Mortgage Company Limited. He believes Kensington overstated the balance of the mortgage when it transferred to another lender, and is unhappy with fees and charges added to the account. What happened Mr M... (4 pages)View decision -
Decision Reference DRN-5138809
17 Jun 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5138809 The complaint Miss G complains The Royal Bank of Scotland PLC (“RBS”) gave her incorrect information following regarding fraud on her account, and this has caused her distress and inconvenience. What happened The facts of this complaint are well known to both parties, so I w... (2 pages)View decision -
Decision Reference DRN-5508341
17 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5508341 The complaint Mr G complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr G applied for an Aqua credit card in November 2020. In his application, Mr G said he was emplo... (3 pages)View decision
