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 375266 results
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Decision Reference DRN-5661049
26 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5661049 The complaint Mr M complains that Vanquis Bank Limited irresponsibly lent to him. Mr M is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr M himself. What happe... (4 pages)View decision -
Decision Reference DRN-5754383
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5754383 The complaint Mr S complains that Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) provided him with a card that was unaffordable. What happened In July 2024 Mr S applied for a credit card with Barclaycard. The application was accepted and he was provided with a ... (3 pages)View decision -
Decision Reference DRN-5743926
26 Aug 2025 Fortegra Europe Insurance Company Ltd UpheldInsuranceDRN-5743926 The complaint Mr R is unhappy with how Fortegra Europe Insurance Company Ltd (‘Fortegra’) dealt with a claim on his roadside assistance insurance policy. What happened Mr R held a roadside assistance policy underwritten by Fortegra. In September 2024, his vehicle broke down... (3 pages)View decision -
Decision Reference DRN-5573914
26 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5573914 The complaint Mr P on behalf of his limited company – which I’ll refer to as R, is unhappy that HSBC UK Bank Plc decided not to refund R after it was the victim of a scam. Mr P is bringing the complaint using a claims management company which I’ll refer to as J. What happen... (6 pages)View decision -
Decision Reference DRN-5755796
26 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5755796 The complaint Mr B complains about the service he received from American Express Services Europe Limited (Amex) in relation to two credit card accounts. What happened Mr B holds two credit cards with Amex. In 2024, Mr B was struggling financially and missed a number of paym... (3 pages)View decision -
Decision Reference DRN-5692597
26 Aug 2025 RAC FINANCIAL SERVICES LIMITED Not upheldInsuranceDRN-5692597 The complaint Mr H complains that RAC Financial Services Limited wouldn’t honour a price match guarantee refund promotion for his roadside assistance motor insurance policy. He wants it to pay him a refund. What happened Mr H bought a policy with RAC. It said it would give ... (2 pages)View decision -
Decision Reference DRN-5636693
26 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5636693 The complaint Mr G complains that NewDay Ltd irresponsibly lent to him. What happened Mr G was approved for a branded NewDay credit card (which I will refer to as A in this decision) in June 2019, with a £250 credit limit. Mr G was approved for another branded NewDay credit ... (3 pages)View decision -
Decision Reference DRN-5572655
26 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5572655 The complaint Mr M complains that Barclays Bank UK PLC, trading as Tesco Bank, failed to warn him of the consequences of his credit card being blocked whilst abroad and failed to help when this happened. What happened Mr M travelled with his family on a foreign holiday in S... (4 pages)View decision -
Decision Reference DRN-5609376
26 Aug 2025 JDB Enterprise Group Ltd Not upheldConsumer CreditDRN-5609376 The complaint Mr B complains that JDB Enterprise Group Ltd trading as Fast Loan UK (Fast Loan) lent to him irresponsibly. Mr B says that Fast Loan did not carry out the correct checks and if it had it would not have lent to him. In February 2025 Mr B complained that JDB Ent... (8 pages)View decision -
Decision Reference DRN-5401702
26 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5401702 The complaint T, a limited company, complains that HSBC UK Bank Plc won’t reimburse them for funds they lost to a scam. T has appointed professional representatives for this, but for ease of reading in this case I’ll refer solely to T. What happened T banks with HSBC. In A... (3 pages)View decision
