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 368546 results
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Decision Reference DRN-5604464
5 Jun 2025 Handelsbanken plc Not upheldMortgagesDRN-5604464 The complaint Mr and Mrs C’s complaint is that their mortgage lender, Handelsbanken plc, would not allow a ‘grace period’ (which I will refer to here as a ‘porting window’) within which to transfer their fixed rate mortgage interest rate products onto another mortgage on a n... (4 pages)View decision -
Decision Reference DRN-5604470
5 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5604470 The complaint Mr C complains Barclays Bank UK PLC allowed transactions to be made from his account when he didn’t have enough money. What happened There was an IT outage at Barclays over the weekend of 31 January to 2 February 2025. During this time Mr C’s mobile app wasn’... (3 pages)View decision -
Decision Reference DRN-5033239
5 Jun 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5033239 The complaint Mr B complains that The Royal Bank of Scotland Plc (RBS) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The back... (3 pages)View decision -
Decision Reference DRN-5332137
5 Jun 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5332137 The complaint Mr B complains about the quality of a used car he acquired through a personal contract purchase agreement with Stellantis Financial Services UK Limited (‘Stellantis’). Mr B says that he has had persistent, and unresolved, issues with the car since he acquired i... (4 pages)View decision -
Decision Reference DRN-5197132
5 Jun 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5197132 The complaint Mrs J complains about a claim made to Tesco Personal Finance Limited trading as Tesco Bank in respect of a timeshare relinquishment service. Mrs J is represented by a claims management company in this complaint. For ease, I will refer to all submissions made on... (2 pages)View decision -
Decision Reference DRN-5604279
5 Jun 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5604279 The complaint Ms J complains that Marks & Spencer Financial Services Plc (‘MSFSP’) has unfairly declined her claim for a refund against a retailer. What happened In early 2023 Ms J discovered woodworm damage to the flooring (the ‘flooring’) of her home. She received advi... (4 pages)View decision -
Decision Reference DRN-5455260
5 Jun 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5455260 Complaint Mr T has complained about personal loans Madison CF UK Limited (trading as “118 118 Money”) provided to him. He says that these loans were unaffordable and shouldn’t have been provided. Background 118 118 Money provided Mr T with a first loan for £2,000.00 in May ... (3 pages)View decision -
Decision Reference DRN-5604219
5 Jun 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5604219 The complaint Mr A has complained about the way AXA PPP Healthcare Limited handled a claim he made on a private medical insurance policy. What happened Mr A’s complaint is threefold: He had to change specialists due to AXA wrongly authorizing a specialist who was not ful... (3 pages)View decision -
Decision Reference DRN-5492860
5 Jun 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5492860 Complaint Mr R complains that MotoNovo Finance Limited (“MotoNovo”) unfairly entered into a hire- purchase agreement with him. He’s said the payments to his agreement were unaffordable. Background In October 2020, MotoNovo provided Mr R with finance for a used car. The cash... (3 pages)View decision -
Decision Reference DRN-5604156
5 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5604156 The complaint Ms M complains about the way Bank of Scotland plc trading as Halifax (‘Halifax’) handled her request for a refund. What happened In late 2020, Ms M purchased a laptop for £1,199 from a seller on an e-commerce platform (‘E’) which was advertised as: “Brand new…B... (3 pages)View decision
