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 383541 results
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Decision Reference DRN-5455470
8 Apr 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5455470 The complaint Mr W’s complaint is about the handling of a claim under his legal expenses insurance policy with Admiral Insurance (Gibraltar) Limited. Admiral is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it us... (6 pages)View decision -
Decision Reference DRN-4951333
8 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4951333 The complaint Mr D complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect him when he made two payments to a property investment opportunity that he now considers was a scam. What happened Mr D made two payments in June 2019 from his Halifax accou... (3 pages)View decision -
Decision Reference DRN-5244061
8 Apr 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5244061 The complaint Mr R complains about the quality of a car he has been financing through an agreement with Moneybarn No. 1 Limited trading as Moneybarn. What happened Mr R took receipt of a used car in November 2023. He financed the deal through a conditional sale agreement wit... (3 pages)View decision -
Decision Reference DRN-5396080
8 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5396080 The complaint Mr J complains that Barclays Bank UK PLC trading as Barclaycard lent to him irresponsibly. He initially complained only about Cards 3 and 4 in the table below, but has since broadened the complaint to include Cards 1 and 2. For the ease of understanding, I’ve w... (6 pages)View decision -
Decision Reference DRN-5190681
8 Apr 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5190681 The complaint Mr N is complaining that Wise Payments Limited didn’t do enough to prevent him from making payments to an investment scam. The complaint is brought on his behalf by a professional representative. What happened The circumstances of this scam are well-known to b... (3 pages)View decision -
Decision Reference DRN-5048265
8 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5048265 The complaint Mr C has complained about HSBC UK Bank Plc’s communications with him. These were in respect of help he’d asked for regarding a disputed transaction. However, the disputed transaction itself, including a significant number of the communications, are being consid... (2 pages)View decision -
Decision Reference DRN-5465856
8 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5465856 The complaint Mrs and Mr W complain that the Nationwide Building Society (‘Nationwide’) won’t refund payments they made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I un... (5 pages)View decision -
Decision Reference DRN-5451951
8 Apr 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5451951 The complaint Mr G has complained that Mitsubishi HC Capital UK PLC, trading as Novuna, did not apply the correct rate of interest to a loan it provided him, therefore being a party to an unfair credit relationship under s.140A of the Consumer Credit Act 1974 (“CCA”). What h... (6 pages)View decision -
Decision Reference DRN-5078114
8 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5078114 The complaint Mrs T complains that Barclays Bank UK PLC didn’t protect her from an investment scam. Mrs T is being supported in making her complaint by a representative. But for ease, I’ll only refer to Mrs T in this decision. What happened Mrs T has explained that an acquai... (5 pages)View decision -
Decision Reference DRN-5457224
8 Apr 2025 Millennium Insurance Company Limited Not upheldInsuranceDRN-5457224 The complaint Miss O complains Millennium Insurance Company Limited (Millennium) unfairly declined to settle her claim on her home emergency insurance policy. Millennium are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the ... (3 pages)View decision
