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-5099420
16 Sep 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5099420 The complaint Mr M, the sole company director of G, complains that eToro (UK) Ltd (eToro) unfairly closed G’s trading account and the positions that were open within it. What happened G is based in an overseas territory and had been previously receiving services from anothe... (3 pages)View decision -
Decision Reference DRN-5795903
16 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5795903 The complaint Mr S complains as a director of A, a limited company, that Barclays Bank UK PLC unfairly restricted A’s account and refused to give an extension to its overdraft facility. What happened A had a £3,000 overdraft facility with Barclays which it had had since 2021... (2 pages)View decision -
Decision Reference DRN-5819429
16 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5819429 The complaint Mr P is being represented by solicitors. He’s complaining about Bank of Scotland plc trading as Halifax because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr P fell victim to a cruel job scam. He was contacted online and offe... (3 pages)View decision -
Decision Reference DRN-5732312
16 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5732312 The complaint Mr B and Miss G complain that AXA Insurance UK Plc (“AXA”) has unfairly handled a claim under their buildings insurance policy. Any reference to Mr B and Miss G includes respective agents or representatives. What happened The background of this complaint is wel... (4 pages)View decision -
Decision Reference DRN-5434582
16 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5434582 The complaint Mr A complains Revolut Ltd recorded a marker against him on a fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr A held an account with Revolut. On 29 October 2023, it received several payments from a third party,... (3 pages)View decision -
Decision Reference DRN-5790412
16 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5790412 The complaint Ms T complains that HSBC UK Bank Plc didn’t close her account when she asked them to. She’s also unhappy that she’s still receiving correspondence about the account. What happened Ms T held a credit card account with HSBC. Ms T says she made several requests to... (2 pages)View decision -
Decision Reference DRN-5807456
16 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5807456 The complaint Miss W is unhappy that the National Westminster Bank Plc (NatWest) misadvised her about the eligibility criteria for a personal loan. What happened The complaint circumstances are well known to both parties, so I don’t intend to list these chronologically and ... (3 pages)View decision -
Decision Reference DRN-5793836
16 Sep 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5793836 The complaint Mr and Mrs H complain about the way Tesco Underwriting Limited handled a claim they made under their buildings insurance policy for subsidence. Reference to Tesco includes its agents and representatives. What happened The circumstances of this complaint aren’... (3 pages)View decision -
Decision Reference DRN-5818950
16 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5818950 The complaint Mr P has complained about the quality of a car provided on finance by MotoNovo Finance Limited. What happened MotoNovo supplied Mr P with a used car on a hire purchase agreement in December 2022. The cash price of the car was around £11,000 and it had covered ... (7 pages)View decision -
Decision Reference DRN-5805156
16 Sep 2025 ITC Compliance Limited Not upheldInsuranceDRN-5805156 The complaint Mr F complains that Itc Compliance Limited (“Itc”) mis-sold him a Guaranteed Asset Protection (“GAP”) insurance policy. In particular, he says the policy didn’t offer fair value and they didn’t disclose to him they would be earning commission. Mr F’s complaint... (5 pages)View decision