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-5579103
11 Aug 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5579103 Complaint Mr D has complained about a credit card Zopa Bank Limited (“Zopa”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In November 2022, Zopa provided Mr D with a credit card which h... (3 pages)View decision -
Decision Reference DRN-5713242
11 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5713242 Complaint Mr E has complained about the overdraft charges HSBC UK Bank Plc (“HSBC”) applied to his current account. He’s said the charges were applied unfairly as he was allowed to use his overdraft for a prolonged period. Mr E is being represented, by “the representative”,... (4 pages)View decision -
Decision Reference DRN-5739113
11 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5739113 Complaint Mr M has complained about the overdraft charges Bank of Scotland plc (trading as “Halifax”) applied to his current account. Mr M is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr M’s account w... (4 pages)View decision -
Decision Reference DRN-5250980
11 Aug 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5250980 Complaint Mr P is unhappy Western Circle Ltd (trading as “Cashfloat”) provided him with a high-cost short-term credit instalment loan. He says the loan was unaffordable and he ended up defaulting on it. Background This complaint centres around the provision of a high-cost s... (3 pages)View decision -
Decision Reference DRN-5423508
11 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5423508 Complaint Mr W complains that Oodle Financial Services Limited (trading as “Oodle” Car Finance) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable. Background In March 2020, Oodle provided Mr W w... (3 pages)View decision -
Decision Reference DRN-5635635
11 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5635635 Complaint Mr D complains that Oodle Financial Services Limited (trading as “Oodle” Car Finance) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable. Background In September 2019, Oodle provided Mr... (3 pages)View decision -
Decision Reference DRN-5745812
11 Aug 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5745812 The complaint Mr M complains Domestic & General Insurance Plc unfairly declined a claim he made under his Domestic and General (D&G) policy for issues with his boiler. What happened In October 2024 Mr M contacted D&G as he was having issues with his boiler. It s... (4 pages)View decision -
Decision Reference DRN-5625362
11 Aug 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5625362 The complaint Mrs A has complained that MBNA Limited closed her credit card account without notice. It then didn’t explain how to pay the balance. What happened Mrs A took out an MBNA credit card in June 2024, with a 0% interest rate on purchases made in the first 60 days. H... (2 pages)View decision -
Decision Reference DRN-5693756
10 Aug 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5693756 The complaint Mr G complains that Legal and General Assurance Society Limited (‘L&G’) has unreasonably refused a claim he made under a group income protection policy. What happened Mr G is a member of his employer’s group income protection policy. Benefit of 50% of Mr G... (5 pages)View decision -
Decision Reference DRN-5745749
10 Aug 2025 Ageas Insurance Limited UpheldInsuranceDRN-5745749 The complaint Mr C has complained that Ageas Insurance Limited (“Ageas”) has unfairly declined a claim he made under his Property Owners Policy. What happened Mr C owns a rental property and holds a Property Owners Policy with Ageas. In January 2022, Mr C reported damage fol... (4 pages)View decision
