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-5989187
3 Dec 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5989187 The complaint Ms N has complained about the quality of a car provided on finance by BMW Financial Services (GB) Limited trading as Alphera Finance Services (“AFS”). What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything... (5 pages)View decision -
Decision Reference DRN-5852149
3 Dec 2025 ARAG Legal Expenses Insurance Company Limited UpheldInsuranceDRN-5852149 The complaint Mrs B and Mr E complain about the handling of a legal expenses insurance claim by ARAG Legal Expenses Insurance Company Limited (ARAG). While Mrs B and Mr E refer the complaint as joint policyholders, the claim was made by Mr E and he’s been the arty who’s been... (4 pages)View decision -
Decision Reference DRN-5938857
3 Dec 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5938857 The complaint Mr W complains that a car supplied to him under a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED was of unsatisfactory quality. What happened In April 2024, Mr W entered into a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (SMF) to... (4 pages)View decision -
Decision Reference DRN-5762238
3 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5762238 The complaint Mr S is unhappy that HSBC UK Bank Plc didn’t reimburse him after he reported falling victim to a scam What happened In May 2024, Mr S learned of an investment opportunity with a firm I’ll refer to as C. He was introduced to it through a trusted source. C claim... (5 pages)View decision -
Decision Reference DRN-5935473
3 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5935473 The complaint Mr J complains that Bank of Scotland Plc trading as Halifax blocked his debit card. What happened Mr J has a bank account with Halifax. In May 2025, his debit card was blocked by Halifax. Despite several attempts he could not use the card in a shop to make esse... (2 pages)View decision -
Decision Reference DRN-5718751
3 Dec 2025 J D Williams & Company Limited UpheldConsumer CreditDRN-5718751 The complaint J D Williams and Company Limited trading as J D Williams (“J D Williams) provided Mrs M with a store card in August 2019. It had an initial credit limit of £850 which increased incrementally until it reached £3,000 by February 2023. Mrs M says the credit was pr... (3 pages)View decision -
Decision Reference DRN-5848490
3 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5848490 The complaint Mr and Mrs B complain that Lloyds Bank PLC won’t reimburse them after they lost money to an investment – that they now consider to have been a scam – whereby they sent money to an account held at Lloyds. What happened The circumstances of this complaint are wel... (6 pages)View decision -
Decision Reference DRN-5918701
3 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5918701 The complaint Mr A complains that Barclays Bank UK PLC (‘Barclays’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) investment scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend to set... (4 pages)View decision -
Decision Reference DRN-5867587
3 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5867587 The complaint Mr A and Ms I complain that Barclays Bank UK PLC (‘Barclays’) hasn’t refunded the money they believe they lost to an authorised push payment (‘APP’) investment scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t i... (4 pages)View decision -
Decision Reference DRN-5980154
3 Dec 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5980154 The complaint Mrs S is unhappy that a car supplied to her under a personal contract purchase agreement with CA Auto Finance UK Ltd (‘CAF’) was of an unsatisfactory quality. She was also unhappy that the car and warranty had been mis-sold by the dealership, and that CAF didn’... (4 pages)View decision