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-5609044
12 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5609044 The complaint Mr S complains about a car supplied under a hire purchase agreement, provided by BMW Financial Services(GB) Limited (‘BMWFS’). What happened Around March 2024 Mr S acquired a new car under a hire purchase agreement with BMWFS. The car is listed with a cash pri... (4 pages)View decision -
Decision Reference DRN-5190782
12 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5190782 The complaint Mr G complains that Bank of Scotland plc trading as Halifax won’t refund money he lost to an investment scam. Mr G is being represented by solicitors in this complaint. What happened Between February and April 2022, Mr G made seven transactions totalling £31,... (3 pages)View decision -
Decision Reference DRN-5470166
12 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5470166 The complaint Mrs O complains Lendable Ltd irresponsibly provided her with an unaffordable loan. What happened Lendable provided Mrs O with a loan in September 2021. The loan amount was £5,000 with an additional £150 loan fee. It was repayable over 36 monthly instalments of ... (4 pages)View decision -
Decision Reference DRN-5779483
12 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5779483 The complaint Mr L complains that HSBC UK Bank Plc blocked and then closed his bank account. What happened Mr L had an account with HSBC. In March 2025, HSBC blocked the account while it carried out a review. Then, in May 2025, HSBC said it would close his account with imme... (3 pages)View decision -
Decision Reference DRN-5815107
12 Sep 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5815107 The complaint Mr J says Scottish Widows Limited failed to inform him properly about a withdrawal he made from his Retirement Account. He says he was told he’d get a refund of any tax taken and that the income wouldn’t affect his tax credits. What happened In April 2023 Mr J... (3 pages)View decision -
Decision Reference DRN-5706571
12 Sep 2025 AWP P&C S.A. Not upheldInsuranceDRN-5706571 The complaint Mrs M has complained that AWP P&C S.A. (“AWP”) has to date declined a claim made under her single trip travel insurance policy. What happened Mrs M had booked a cruise but unfortunately on the night before she was due to leave she became ill. She has said s... (3 pages)View decision -
Decision Reference DRN-5489511
12 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5489511 The complaint Miss L has complained Barclays Bank UK PLC won’t refund her for transactions made using her new debit card which was never delivered to her. She’s also concerned at their customer service. What happened Miss L opened a new account with Barclays in July 2024 aft... (3 pages)View decision -
Decision Reference DRN-5755770
12 Sep 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5755770 The complaint Mr K complains about how AmTrust Specialty Limited dealt with his gadget travel insurance claim. My references to AmTrust include its claims handling agent. What happened Mr K had a gadget travel insurance policy insured by AmTrust. His laptop was damaged on hi... (3 pages)View decision -
Decision Reference DRN-5813940
12 Sep 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5813940 The complaint Mr and Mrs B have complained that Shawbrook Bank Limited (“Shawbrook”), acted unfairly and unreasonably by deciding against paying a claim under s.75 of the Consumer Credit Act 1974 (“CCA”). What happened Mr and Mrs B entered into a timeshare membership agreeme... (3 pages)View decision -
Decision Reference DRN-5646064
12 Sep 2025 Billing Finance Limited Not upheldConsumer CreditDRN-5646064 The complaint Mr H complains that Billing Finance Limited (“Billing Finance”) entered into a Hire Purchase agreement with him when it was unaffordable. What happened In February 2020, Mr H acquired a vehicle, which cost £7,640.00. He borrowed the full amount. The agreement ... (3 pages)View decision