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-5746784
5 Nov 2025 Assurant General Insurance Limited Not upheldInsuranceDRN-5746784 The complaint Mr W is unhappy with what Assurant General Insurance Limited told him he needed to provide to prove his claim and why it needed that particular information. From now on, I’ll refer to Assurant General Insurance Limited as AGI. What happened Mr W and AGI already... (3 pages)View decision -
Decision Reference DRN-5906828
5 Nov 2025 Halifax Share Dealing Limited UpheldInvestmentsDRN-5906828 The complaint Mrs M had a share dealing account with Halifax Share Dealing Limited (“Halifax”). A corporate event took place on one of her holdings. Mrs M’s complaint is that she has not been paid the correct amount owing to her in relation to that event. Mrs M is also un... (6 pages)View decision -
Decision Reference DRN-5751163
5 Nov 2025 RRG Group Limited Not upheldConsumer CreditDRN-5751163 The complaint Mr W is unhappy with how RRG Group Limited brokered a car finance agreement. What happened Around November 2023 Mr W entered into a hire purchase agreement with a company I’ll refer to as ‘T’. The agreement was brokered by RRG. Mr W says he expected the agreem... (3 pages)View decision -
Decision Reference DRN-5758137
5 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5758137 The complaint Mr A complains that Monzo Bank Ltd (“Monzo”) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties and has been laid out in detail by our... (3 pages)View decision -
Decision Reference DRN-5762318
5 Nov 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5762318 The complaint Mr H is unhappy Bank of Scotland plc (BoS) will not refund the money he lost as the result of a scam. What happened As both parties are aware of the details of the scam I will not repeat them in full here. In summary, Mr H fell victim to a job/task scam. He was... (4 pages)View decision -
Decision Reference DRN-5905198
5 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5905198 The complaint Mr O complains that Barclays Bank UK PLC trading as Barclaycard didn’t respond to letters he sent about his credit card account. What happened Mr O is a Barclaycard customer. After agreeing a repayment plan, Mr O wrote to Barclaycard in mid-March 2025 asking fo... (3 pages)View decision -
Decision Reference DRN-5779004
5 Nov 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5779004 The complaint Miss B and Miss N complain about a claim being declined by Acromas Insurance Company Limited on their parts and garage policy. Throughout the claim and complaint process, Miss B and Miss N have had a representative helping them. In this decision, any reference ... (4 pages)View decision -
Decision Reference DRN-5907845
5 Nov 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5907845 The complaint Ms M says HSBC UK Bank Plc (‘HSBC’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a personal loan. She says that her financial situation was precarious at the time of the loan approva... (4 pages)View decision -
Decision Reference DRN-5889315
5 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5889315 The complaint Ms F is unhappy that Santander UK Plc hasn’t refunded payments she made after falling victim to a purchase scam. What happened In summary, Ms F was looking to book a holiday and contacted what she believed was a legitimate company online. Between 14 and 19 Feb... (3 pages)View decision -
Decision Reference DRN-5613760
5 Nov 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5613760 The complaint Mr W complains that a car acquired through a hire purchase agreement financed by Blue Motor Finance Ltd (‘BMF’) is of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them... (3 pages)View decision