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-5813436
15 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5813436 The complaint Mr H is unhappy that a car supplied to him under a hire agreement with Mitsubishi HC Capital UK PLC t/a Novuna Vehicle Solutions (NVS) suffered a failure and incorrect advice given by NVS caused him financial loss. When I refer to what Mr H has said and what N... (3 pages)View decision -
Decision Reference DRN-5504933
15 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5504933 The complaint Miss W complains Barclays Bank UK PLC (“Barclays”) closed her account without explanation and failed to communicate this decision through the post or on its online channel. Miss W says Barclays’ actions have caused her, and her family, severe distress and incon... (2 pages)View decision -
Decision Reference DRN-5762808
15 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5762808 The complaint Mr L complains that Bank of Scotland plc trading as Halifax declined his disputed transaction claim. What happened Mr L purchased a used car on 22 April 2024 using his Halifax credit card as part payment for £2000. Additional payments were made using another cr... (3 pages)View decision -
Decision Reference DRN-5523405
15 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5523405 The complaint Mr B complains Barclays Bank UK PLC (“Barclays”) closed his account without explanation and did so with immediate effect. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here. Instead, I’ll focus on givin... (2 pages)View decision -
Decision Reference DRN-5802483
15 Sep 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5802483 The complaint Mr D complains that a car that was supplied to him under a personal contract purchase agreement with CA Auto Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr D under a finance agreement with CA Auto Finance that he ele... (3 pages)View decision -
Decision Reference DRN-5819034
15 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5819034 The complaint Mr D has complained that Barclays Bank UK PLC won’t refund the money he lost after falling victim to a scam. What happened Both sides are most familiar with the case and we need to anonymise decisions, so I’ll summarise what happened relatively briefly. Mr D wa... (4 pages)View decision -
Decision Reference DRN-5694215
15 Sep 2025 RAC Insurance Limited Not upheldInsuranceDRN-5694215 The complaint Mr D and Ms M complain that RAC Insurance Limited has unfairly declined a claim under their legal expenses insurance policy. Where I refer to RAC, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The... (2 pages)View decision -
Decision Reference DRN-5494592
15 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5494592 The complaint Mr A is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr A says that between July and August 2024 he was tricked in... (3 pages)View decision -
Decision Reference DRN-5759168
15 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5759168 The complaint Mr T complains that Bank of Scotland plc trading as Halifax didn’t treat him fairly when it declined to extend the term of his interest only mortgage and offer a lower interest rate. A third party – who I’ll refer to as Ms T – has dealt with the complaint on be... (3 pages)View decision -
Decision Reference DRN-5492671
15 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5492671 The complaint Mrs S complains that Santander UK Plc (‘Santander’) won’t reimburse the funds she lost when she says she fell victim to a scam. What happened Mrs S says she had known someone I’ll refer to as ‘N’ in this decision since 2018 and considered her to be a friend. In... (3 pages)View decision