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-5729491
7 Nov 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5729491 The complaint Mr S complains that Advantage Finance Ltd provided him with an unaffordable regulated hire purchase agreement. What happened In June 2022 Advantage Finance provided Mr S with a hire purchase agreement for a car with a cash price of around £5,990. Mr S paid a de... (4 pages)View decision -
Decision Reference DRN-5878472
7 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5878472 The complaint Mr A has made a complaint about the poor service he received from Bank of Scotland plc (trading as Halifax). What happened Mr A has Power of Attorney for his partner, Mrs D. He visited a Halifax branch in May 2025 to make a payment on her behalf. It seems he’d ... (3 pages)View decision -
Decision Reference DRN-5883969
7 Nov 2025 MSIG Europe SE UpheldInsuranceDRN-5883969 The complaint S, a limited company, complains that MSIG Europe SE (“MSIG”) unfairly declined a claim it made on its commercial property insurance policy. Mr D, a director of S, brings the complaint on S’s behalf. What happened The details of this complaint are well known t... (3 pages)View decision -
Decision Reference DRN-5894329
7 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5894329 The complaint Mr H complained that Nationwide Building Society (‘Nationwide’) unfairly blocked his account twice when it had concerns about a credit payment sent to his account. What happened Nationwide placed a block on Mr H’s account when it had reason to suspect potentia... (2 pages)View decision -
Decision Reference DRN-5867802
7 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5867802 The complaint Mr M has complained about the sum Advantage Insurance Company Limited offered in settlement of his motor insurance claim. Mr M’s policy is branded in the name of the insurance intermediary which administers it. But, as the policy underwriter, Advantage is respo... (4 pages)View decision -
Decision Reference DRN-5936193
7 Nov 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5936193 The complaint A limited company, which I’ll refer to as ‘P’, is unhappy that Barclays Bank Plc, trading as Barclaycard, closed its business credit card account because of non-payment. P’s complaint is brought to this service by its director, whom I’ll refer to as ‘Miss K’. ... (4 pages)View decision -
Decision Reference DRN-5623797
7 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5623797 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. For simplicity, I’ll refer to Mr S throughout this decision. What happened The backg... (3 pages)View decision -
Decision Reference DRN-5894774
7 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5894774 The complaint Mr K is unhappy with how Monzo Bank Ltd (Monzo) handled a refund claim he made to them. What happened Mr K used his Monzo debit card to hire a car abroad on 3 December 2024 from a hire car company I shall call ‘L’. However, he says he was subject to several cha... (4 pages)View decision -
Decision Reference DRN-5920063
7 Nov 2025 I Go 4 Ltd. Not upheldInsuranceDRN-5920063 The complaint Miss K complains that I Go 4 Ltd (“I Go 4”) didn’t set up her policy correctly, which meant she was driving without insurance on one of her cars. What happened Miss K searched for a car insurance policy online via a comparison site. She found I Go 4, which is a... (3 pages)View decision -
Decision Reference DRN-5704123
7 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5704123 The complaint Mr D complains that Bank of Scotland plc trading as Halifax recorded adverse information on his credit file in relation to his current account. What happened Mr D holds a current account with Halifax, with an arranged overdraft facility of £3,000. Interest on t... (3 pages)View decision