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 400695 results
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Decision Reference DRN-5926119
13 Nov 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5926119 The complaint Mrs F complains about charges when she returned her car at the end of a hire purchase agreement provided by Mercedes-Benz Financial Services UK Limited (“MBFS”). What happened In March 2022, Mrs F acquired a used car using a hire purchase agreement with MBFS. ... (5 pages)View decision -
Decision Reference DRN-5949298
13 Nov 2025 Bank of Scotland Plc UpheldMortgagesDRN-5949298 The complaint The estate of Miss S has complained about a mortgage Miss S held with Bank of Scotland plc trading as Halifax. The complaint falls under two broad categories: • The estate is unhappy that Halifax continued to charge interest on the mortgage whilst it was obtain... (7 pages)View decision -
Decision Reference DRN-5947900
13 Nov 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-5947900 The complaint Mr M is unhappy that Advantage Finance Ltd are reporting adverse information to the credit reference agencies in relation to a car they supplied to him under a hire purchase agreement. What happened In November 2018, Mr M was supplied with a used car through a... (4 pages)View decision -
Decision Reference DRN-5845896
13 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5845896 The complaint Mr W complains about HSBC UK Bank Plc’s decision to not uphold his dispute about an air conditioning system. What happened Mr W had two air conditioning units and a heat pump supplied and installed by a company (who I’ll refer to as ‘M’ throughout this decision... (6 pages)View decision -
Decision Reference DRN-5863816
13 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5863816 The complaint Mrs A complains that Lloyds Bank Plc won’t refund the money she says she lost to a scam. What happened Mrs A knew an individual I will call Mr R, who she was aware bought and sold cars at auction. Mr R had previously worked with Mrs A’s brother, Mr A. Mrs A wa... (3 pages)View decision -
Decision Reference DRN-5130916
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5130916 The complaint Mr K is complaining that Monzo Bank Ltd (Monzo) didn’t do enough to prevent him from making payments to an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of... (4 pages)View decision -
Decision Reference DRN-5942180
13 Nov 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5942180 The complaint Mr D and Ms M complain ARAG Legal Expenses Insurance Limited (“ARAG”) handled their request for information unfairly when dealing with their legal expenses insurance (LEI) claim. Any reference to ARAG includes the actions of its agents. As Ms M is leading on t... (2 pages)View decision -
Decision Reference DRN-5949196
13 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5949196 The complaint Miss B complains that Lloyds Bank PLC hasn’t explained why she wasn’t able to make certain contactless payments with her debit card. What happened Miss B made two contactless payments on board a plane in August 2025. Both payments went through at the time. Thou... (2 pages)View decision -
Decision Reference DRN-5949221
13 Nov 2025 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-5949221 The complaint Mrs H complains that Westerby Trustee Services Limited trading as Westerby The Pension Specialist (Westerby) delayed the transfer of her Self-Invested Personal Pension Plan (SIPP) causing inconvenience and possibly financial losses. She wants compensation for t... (7 pages)View decision -
Decision Reference DRN-5940802
13 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5940802 The complaint Miss S has complained that Barclays Bank UK PLC (“Barclays”) mis-sold her a Travel Pack. Miss S says that when she applied for the Travel Pack, Barclays confirmed that her vehicle is covered by the breakdown cover included with the Pack. But when Miss S went to... (3 pages)View decision