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 374385 results
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Decision Reference DRN-5714047
11 Aug 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5714047 The complaint Mr S complains that PayPal UK Ltd (trading as PayPal) recorded a hard search on his credit file. What happened Mr S says that he applied for a PayPal credit limit on 12 March 2024. He says that, during the application process, PayPal’s website said it would co... (2 pages)View decision -
Decision Reference DRN-5336727
11 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5336727 The complaint Mr M complains Bank of Scotland plc trading as Halifax (Halifax) unfairly closed his account. He is also unhappy with the service he received following the closure of his account and whilst in branch. What happened The detailed background to this complaint is ... (6 pages)View decision -
Decision Reference DRN-5661814
11 Aug 2025 AA Underwriting Insurance Company Limited UpheldInsuranceDRN-5661814 The complaint Mr M complains about how AA Underwriting Insurance Company Limited (AA) handled and settled a claim made on his motor insurance policy. What happened Mr M’s car was stolen, and he made a claim on his policy. AA said the car’s pre-loss value was £23,386. But it... (3 pages)View decision -
Decision Reference DRN-5346958
11 Aug 2025 Origen Financial Services Limited Not upheldPensions and AnnuitiesDRN-5346958 The complaint Mrs W has complained about the actions of Origen Financial Services Limited in relation to a transfer of her defined benefit (‘DB’) occupational pension scheme. What happened In 2022, Mrs W’s DB scheme (‘the Scheme’) began the process of being wound up followin... (4 pages)View decision -
Decision Reference DRN-5746819
11 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5746819 The complaint Miss M complains American Express Services Europe Limited (“American Express”) didn’t do enough to help get a refund for a transaction made on her credit card. What happened In October 2023, Miss M bought a beauty product online from a company I’ll call “H”, pa... (4 pages)View decision -
Decision Reference DRN-5626080
11 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5626080 The complaint Mr H, a sole trader trading as M, has complained that his insurer Royal & Sun Alliance Insurance Limited (RSA’), turned down a claim he made on his tradespeople & homeworkers policy after one of his diggers was stolen. What happened Mr H made a claim o... (3 pages)View decision -
Decision Reference DRN-5577825
11 Aug 2025 LEASYS UK LTD UpheldConsumer CreditDRN-5577825 The complaint Mrs O is unhappy that LEASYS UK LTD trading as Leasys incorrectly recorded missed payments on her credit file. What happened Mrs O entered into a novation agreement, taking over the obligations of a principal hire agreement, with Leasys. The agreement came to a... (2 pages)View decision -
Decision Reference DRN-5435118
11 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5435118 The complaint Mr Y complains that Barclays Bank UK PLC unfairly closed his account and recorded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. What happened Mr Y’s newly opened account with Barclays was closed immediately after being open for a few... (2 pages)View decision -
Decision Reference DRN-5134973
11 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5134973 The complaint Mr H complains Revolut Ltd (“Revolut”) won’t refund the money he lost to a cryptocurrency investment scam. What happened I issued a provisional decision in July 2025 to explain why I thought Mr H’s complaint should be partially upheld. And I said I’d consider a... (6 pages)View decision -
Decision Reference DRN-5707019
11 Aug 2025 Santander UK Plc Not upheldInvestmentsDRN-5707019 The complaint Mr C complains that Santander UK plc failed to properly process his quarterly investment withdrawal as he’d instructed. What happened On 20 March 2024, Mr C set up a regular withdrawal instruction on his Santander investment account for £2,000; £1,000 of the m... (3 pages)View decision
