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 386796 results
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Decision Reference DRN-5659594
22 Dec 2025 Black Horse Limited Not upheldConsumer CreditDRN-5659594 The complaint Ms D complains Black Horse Limited (Black Horse) irresponsibly lent to her because it didn’t complete reasonable and proportionate checks to ensure the lending was affordable for her. What happened Ms D entered into a hire purchase agreement with Black Horse i... (4 pages)View decision -
Decision Reference DRN-5924023
22 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5924023 The complaint Mr M is unhappy at the decision Bank of Scotland plc trading as Halifax (“Halifax”) took to turn off paper statements. In particular, he is unhappy that he has to manually turn paper statements back on once they have been switched off. What happened In late Aug... (3 pages)View decision -
Decision Reference DRN-6039391
22 Dec 2025 Financial & Legal Insurance Company Ltd UpheldInsuranceDRN-6039391 The complaint Mr B complains Financial & Legal have declined a claim he made on a motor warranty policy for a failed timing chain and subsequent damage caused. He doesn’t think the exclusion for ‘wear and tear’ has been used to decline the claim fairly. What happened The... (2 pages)View decision -
Decision Reference DRN-5877416
22 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5877416 The complaint Mr O complains that Nationwide Building Society didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is ... (2 pages)View decision -
Decision Reference DRN-6036038
22 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6036038 The complaint Mrs S complains Barclays Bank UK PLC (“Barclays”) refuses to refund her for an unauthorised transaction on her account. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mrs S says an unau... (2 pages)View decision -
Decision Reference DRN-5965900
22 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5965900 The complaint Mr A complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr A is being represented by a third party. To keep things simple, I will refer to Mr A throughout my decision. What happened The background of this... (4 pages)View decision -
Decision Reference DRN-6026173
22 Dec 2025 MUFG Corporate Markets Trustees (UK) Limited Not upheldInvestmentsDRN-6026173 The complaint Mrs S complains that MUFG Corporate Markets Trustees (UK) Limited (MUFG) didn’t provide her with clear information to exercise a share option. What happened The background to this complaint has previously been set out in an earlier jurisdiction decision, for ea... (3 pages)View decision -
Decision Reference DRN-5930459
22 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5930459 The complaint Mr H complains that HSBC UK Bank Plc trading as first direct won’t refund the money he lost when he was the victim of what he felt was a scam. What happened Mr H found out about an opportunity to invest in a building company. He had met one of the directors of... (6 pages)View decision -
Decision Reference DRN-6039769
22 Dec 2025 Phoenix Life Limited Not upheldInsuranceDRN-6039769 The complaint Mrs O is unhappy with the policy she holds with Phoenix Life Limited (Phoenix Life) as the premiums have increased significantly. What happened Mrs O and her husband at the time signed an application to take out a joint life first event self-assurance lifetime... (7 pages)View decision -
Decision Reference DRN-5910349
22 Dec 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5910349 The complaint X complains about charges he was asked to pay by Mercedes-Benz Financial Services UK Limited (MBFS) when he returned a car he had been financing through an agreement with them. What happened The detailed background to this complaint is well known to both partie... (3 pages)View decision
