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 380824 results
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Decision Reference DRN-5771225
10 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5771225 The complaint Mrs M complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Mrs M is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs M h... (5 pages)View decision -
Decision Reference DRN-5874015
10 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5874015 The complaint Mrs B complains that Bank of Scotland plc, trading as Halifax, hasn’t refunded her for a purchase she made using her credit card account. What happened Mrs B purchased some carpets in May 2023 using her Halifax credit card. The carpets were intended as a gift ... (5 pages)View decision -
Decision Reference DRN-5845765
10 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5845765 The complaint Mrs A complains that Barclays Bank UK PLC trading as Barclaycard didn’t allow her to reject a car. What happened The payment in dispute was made from Mrs A’s credit card and so she is the eligible complainant. Mr A has been involved in pursuing this complaint, ... (2 pages)View decision -
Decision Reference DRN-5714198
10 Oct 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5714198 The complaint Mr S complains that Scottish Widows Limited failed to provide him with sufficient information about the income tax implications of taking benefits from his pension savings. What happened Mr S has been assisted in making this complaint by his financial advisor. ... (3 pages)View decision -
Decision Reference DRN-5659523
10 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5659523 The complaint Ms M complains that NewDay Ltd trading as Marbles irresponsibly lent to her. What happened Ms M was approved for a Marbles credit card in July 2021 with a £250 credit limit. The credit limit was increased to £1,250 in April 2022, and it was increased for a fina... (4 pages)View decision -
Decision Reference DRN-5593427
10 Oct 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5593427 The complaint Mr and Mrs G’s complaint relates to a mortgage application they made to HSBC UK Bank Plc in October 2024. They’re unhappy that the application was rejected and they could not port their interest rate product to their new home. What happened In 2022 Mr and Mrs ... (10 pages)View decision -
Decision Reference DRN-5724111
10 Oct 2025 Marshmallow Insurance Limited Not upheldInsuranceDRN-5724111 The complaint Miss F complains about Marshmallow Insurance Limited’s (“Marshmallow”) decision to decline her claim against her car insurance policy. What happened Miss F contacted Marshmallow to make a claim after she says her car was stolen. Marshmallow then closed the cla... (4 pages)View decision -
Decision Reference DRN-5848363
10 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5848363 The complaint Miss S complains that Bank of Scotland plc trading as Halifax (“Halifax”) failed to recover money in respect of faulty building work. What happened In early 2023 Miss S made two payments totalling £5,640 for the installation of doors in a property. She wasn’t s... (2 pages)View decision -
Decision Reference DRN-5873901
10 Oct 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5873901 The complaint Mrs L’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (th... (3 pages)View decision -
Decision Reference DRN-5839923
10 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5839923 The complaint Mr B complains (‘Barclays’) hasn’t reimbursed him following an Authorised Push Payment (‘APP’) investment scam he fell victim to. He says Barclays should reimburse him for the money he lost. Mr B has brought the complaint with the assistance of a professional ... (8 pages)View decision
