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 375868 results
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Decision Reference DRN-5735185
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5735185 The complaint Mr E complains Barclays Bank UK PLC’s IT outage caused serious hardship and distress, leading to losses of around £6,000. What happened Mr E complained to Barclays in June 2025 to let it know the IT outage had caused serious hardship for him. Mr E said he was... (3 pages)View decision -
Decision Reference DRN-5482960
26 Aug 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5482960 The complaint With the help of a professional representative (PR), Mr D complains that First Response Finance Limited (FRFL) lent to him irresponsibly. For ease, I’ll refer to the PR’s actions as being those of Mr D. What happened Mr D has two Hire Purchase agreements (HP) w... (3 pages)View decision -
Decision Reference DRN-5718299
26 Aug 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5718299 The complaint Mr and Mrs M’s complaint is, in essence, that First Holiday Finance Ltd acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ag... (15 pages)View decision -
Decision Reference DRN-5659702
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5659702 The complaint Mr T complains that Barclays Bank UK PLC failed to properly pursue his chargeback claim What happened In October 2024 Mr T made an online purchase from a merchant at a cost of £1,118.24. He paid by transfer from his Barclays’s account. Mr T has explained that t... (2 pages)View decision -
Decision Reference DRN-5561076
26 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5561076 The complaint Mrs D complains that HSBC UK Bank Plc did not reimburse the funds she says she lost to a scam. What happened Mrs D had previously had her roof replaced by a company in January 2023, at a cost of around £40,000. However, after a few months this started to leak. ... (3 pages)View decision -
Decision Reference DRN-5775407
26 Aug 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5775407 The complaint Mr P complains that Blue Motor Finance Ltd (‘BMF) have treated him unfairly by recording missed payments on his credit file despite entering into a payment arrangement. Mr P says that, when entering into the arrangement, he was not told that it would appear as ... (5 pages)View decision -
Decision Reference DRN-5534265
26 Aug 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5534265 The complaint Mr C complains that Everyday Lending Limited trading as Everyday Loans was irresponsible in its lending to him. What happened Mr C was provided with a loan for £7,500 by Everyday Loans in August 2022. The loan term was 60 months and Mr C was required to make mo... (3 pages)View decision -
Decision Reference DRN-5451525
26 Aug 2025 Adrian Flux Insurance Services Group Not upheldInsuranceDRN-5451525 The complaint Mrs R complains that Adrian Flux Insurance Services Group (AFI) failed to provide her clear information about her commercial buildings policy when it was arranged. The lack of clear information led to Mrs R being distressed about whether the policy would start ... (3 pages)View decision -
Decision Reference DRN-5650866
26 Aug 2025 First Central Insurance Management Limited Not upheldInsuranceDRN-5650866 The complaint Miss W has complained about First Central Insurance Management Limited trading as 1st Central’s communication and management of her claim under her motor policy following an accident. She is particularly aggrieved she had to pay her £500 excess. She also though... (3 pages)View decision -
Decision Reference DRN-5718292
26 Aug 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5718292 The complaint This complaint is brought by Mrs X the executor for the estate of Mrs B, her mother. Mrs X brings a complaint in that capacity against the Bank of Scotland plc trading as Halifax (Halifax). Mrs X is very unwell with a terminal illness and so her daughter, Mrs P... (4 pages)View decision
