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 381194 results
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Decision Reference DRN-5428515
26 Mar 2025 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-5428515 The complaint Mrs D complains about Bank of Ireland (UK) Plc (BOI) when she found herself unable to make a withdrawal. This caused inconvenience and anxiety. What happened After opening an online account with BOI in April 2024 and paying into it several times, Mrs D attempt... (3 pages)View decision -
Decision Reference DRN-5428127
26 Mar 2025 HSBC UK Bank Plc UpheldConsumer CreditDRN-5428127 The complaint Mrs G complains that HSBC UK Bank Plc (HSBC) lent irresponsibly to her when she was a victim of an investment scam. What happened Mrs G fell victim to an investment scam in late 2023. As part of the scam, Mrs G was persuaded she needed to show her financial com... (5 pages)View decision -
Decision Reference DRN-5322616
26 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5322616 The complaint Ms B complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Ms B applied for a Vanquis credit card in April 2020. In her application, Ms B said she was a student w... (3 pages)View decision -
Decision Reference DRN-5368491
26 Mar 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5368491 The complaint Mr M complains that MotoNovo Finance Limited gave him a loan to finance the purchase of a car when it shouldn’t have. Mr M also says he doesn’t believe the loan is enforceable. What happened MotoNovo provided Mr M with credit of £7,443, this included the cash ... (3 pages)View decision -
Decision Reference DRN-5423276
26 Mar 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5423276 The complaint Miss G complains that Tesco Personal Finance PLC (‘Tesco’), trading as Tesco Bank, irresponsibly agreed to give her credit with a credit card that she couldn’t afford. What happened In July 2022 Miss G was accepted for a credit card with Tesco and given a cred... (4 pages)View decision -
Decision Reference DRN-4955146
26 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4955146 Complaint The estate of Mr D complains that Halifax didn’t pay a refund after it was told that Mr D had fallen victim to a scam. This complaint has been brought on behalf of Mr D’s estate by his son. Background From late 2021 onwards, Mr D was in contact with a man, Mr C, wh... (2 pages)View decision -
Decision Reference DRN-5310520
26 Mar 2025 Aviva Life & Pensions UK Limited UpheldInsuranceDRN-5310520 The complaint Mr D and Mrs D as the trustees of the D Trust (‘the trustees’) are unhappy with the way in which Aviva Life & Pensions UK Limited handled a claim made under a life insurance policy after the life assured under the policy, Mr D2, died. What happened The det... (2 pages)View decision -
Decision Reference DRN-5347773
26 Mar 2025 West Bay Insurance Plc Not upheldInsuranceDRN-5347773 The complaint Mr W complains that West Bay Insurance Plc mishandled his claim on a commercial vehicle insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a van, first registered in 2016. Mr W acquired the van in 2022 for work... (3 pages)View decision -
Decision Reference DRN-5428031
26 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5428031 The complaint In summary, Miss W has complained that National Westminster Bank Plc, irresponsibly provided her with an overdraft and credit card. She’s also concerned that she wasn’t told that her account would be closed when she says it was being well managed. She is unhapp... (3 pages)View decision -
Decision Reference DRN-4938493
26 Mar 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-4938493 The complaint Mr O complains about Kroo Bank Ltd. He would like Kroo to refund him two transactions totalling £4,000 that were made from his account when he was the victim of a scam. What happened Mr O has unfortunately fallen victim to a safe account scam. He initially re... (3 pages)View decision
