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 401363 results
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Decision Reference DRN-5996562
9 Apr 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5996562 The complaint A company I’ll refer to as U complains that PayPal UK Ltd have placed a reserve on their account, restricting access to their funds. They’d like the funds to be released and for compensation. What happened U hold an account with PayPal, in which they reserve t... (2 pages)View decision -
Decision Reference DRN-6023753
9 Apr 2026 Aviva Insurance Limited UpheldInsuranceDRN-6023753 The complaint D, a business, complains about how Aviva Insurance Limited handled a claim it made on its commercial vehicle insurance policy. Reference to Aviva includes its agents unless otherwise stated. D has been represented when bringing this complaint, but for ease of r... (3 pages)View decision -
Decision Reference DRN-6200682
9 Apr 2026 Bank of Scotland Plc Not upheldConsumer CreditDRN-6200682 The complaint Mr C complains about the service he received from Bank of Scotland plc, trading as Halifax, when he withdrew from a car deal. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some o... (3 pages)View decision -
Decision Reference DRN-6279502
9 Apr 2026 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-6279502 The complaint Miss C complains that Volkswagen Financial Services (UK) Limited trading as Audi Finance (VWFS) provided her with an unaffordable hire purchase agreement. Miss C’s complaint has been referred to us by a professional representative but for ease I’ve referred to... (4 pages)View decision -
Decision Reference DRN-6164293
9 Apr 2026 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-6164293 The complaint Mr M complains that a van acquired under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (“Alphera”) wasn’t of satisfactory quality when it was supplied to him. What happened Both parties are familiar wi... (3 pages)View decision -
Decision Reference DRN-6164274
9 Apr 2026 HSBC UK Bank Plc Not upheldInvestmentsDRN-6164274 The complaint Mr B complains about how HSBC UK Bank Plc acted when paying him the cash element from a corporate action. What happened Mr B has an Individual Savings Account (ISA) with HSBC. There was a corporate action on some stock held within the account which meant he wou... (2 pages)View decision -
Decision Reference DRN-6154787
9 Apr 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-6154787 The complaint Mr A complains Metro Bank PLC unfairly added his details to a fraud database. What happened Mr A called Metro to let it know he’d been overcharged for a card purchase. Metro took Mr A through other transactions, and he said he’d not made several of the paymen... (4 pages)View decision -
Decision Reference DRN-6161865
9 Apr 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6161865 The complaint S, a limited company, complains about the length of time it took Wise Payments Limited to complete checks on its account, as well as the documents it was asked to provide. It also complains that its account was restricted while the checks were being carried out... (4 pages)View decision -
Decision Reference DRN-6076513
9 Apr 2026 Financial Administration Services Limited UpheldInvestmentsDRN-6076513 The complaint Miss W complains that Financial Administration Services Limited blocked access to her stocks and shares ISA and intends to liquidate her investments to deduct US withholding tax. While Financial Administration Services Limited is the respondent firm for this c... (8 pages)View decision -
Decision Reference DRN-6257368
9 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6257368 The complaint Mr C complains that Lloyds Bank PLC irresponsibly lent to him. What happened Mr C was approved for a Lloyds credit card in June 2022, with a £3,100 credit limit. Mr C says that Lloyds irresponsibly lent to him. Mr C made a complaint to Lloyds who did not uphold... (3 pages)View decision