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-5683737
6 Nov 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5683737 The complaint Mr A complains that Bank of Scotland plc trading as Halifax recalculated the repayments on his mortgage. What happened In 2023, Mr A received advice from a third party broker. They recommended that he should take a mortgage with Halifax. The mortgage had a fixe... (3 pages)View decision -
Decision Reference DRN-5234765
6 Nov 2025 Stripe Payments UK Limited UpheldBanking and PaymentsDRN-5234765 The complaint A company, which I will refer to as H, complains that it lost £2,730 because Stripe Payments UK Limited allowed a fraudulent chargeback to go ahead. What happened Stripe provides merchant acquiring services to H, which allow H to take card payments from its ow... (3 pages)View decision -
Decision Reference DRN-5824319
6 Nov 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5824319 The complaint Mr E has complained that Scottish Widows Limited enrolled him into a group personal pension scheme without his knowledge and says he wants his pension contributions refunded. What happened Mr E’s employer operates a workplace pension scheme. This is a Group Pe... (5 pages)View decision -
Decision Reference DRN-5906955
6 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5906955 The complaint Mr N complains TSB Bank plc has recorded his personal details with Cifas – a fraud prevention database - and won’t remove them. What happened On 4 December 2024, Mr N received a payment of £731 into his TSB account. The money was spent over the next two days. ... (3 pages)View decision -
Decision Reference DRN-5906953
6 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5906953 The complaint Mr N complains TSB Bank plc won’t refund transactions made from his account which he says he didn’t make or authorise. What happened On 4 December 2024, Mr N received a payment of £731 into his TSB account. The money was spent within about 90 minutes. On 5 Dec... (4 pages)View decision -
Decision Reference DRN-5892479
6 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5892479 The complaint Mr S complains that Revolut Ltd didn’t do enough to prevent him losing money to a scam. Mr S has brought his complaint through a representative. But, for ease of reading, I’ll mostly just refer to Mr S himself where I also mean his representative. What happen... (4 pages)View decision -
Decision Reference DRN-5833463
6 Nov 2025 ReAssure Limited Not upheldInsuranceDRN-5833463 The complaint Miss D has complained that ReAssure Limited has prematurely ended a claim she made on a mortgage payment protection insurance policy. Miss D is being represented in making this complaint. However, for ease, I will just be referring to Miss D in this decision. ... (3 pages)View decision -
Decision Reference DRN-5916976
6 Nov 2025 Homeserve Membership Limited Not upheldInsuranceDRN-5916976 The complaint Mr D complains that Homeserve Membership Limited trading as Homeserve mis-sold him a personal accident insurance policy. What happened In 2009, Mr D was advised to take out a personal accident insurance policy by Homeserve. The policy continued to renew each ye... (3 pages)View decision -
Decision Reference DRN-5712021
6 Nov 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5712021 Complaint Mr P has complained about a loan Clydesdale Financial Services (trading as Barclays Partner Finance “Barclays PF”) provided to him. He believes that it should not have provided him with the loan and that it missed clear signs of his vulnerability as part of his che... (4 pages)View decision -
Decision Reference DRN-5900187
6 Nov 2025 One Insurance Limited UpheldInsuranceDRN-5900187 The complaint Miss W complains One Insurance Limited (One Insurance) has said it will be settling a claim for damage to a third-party’s wall under her motor insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve sum... (3 pages)View decision