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 400694 results
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Decision Reference DRN-5879821
15 Oct 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5879821 The complaint Mr D is unhappy that a van supplied to him under a hire purchase agreement with MotoNovo Finance Limited was of an unsatisfactory quality. What happened In April 2024, Mr D was supplied with a used van through a hire purchase agreement with MotoNovo. He paid a... (6 pages)View decision -
Decision Reference DRN-5843305
15 Oct 2025 Butterworth Spengler Commercial Limited Not upheldInsuranceDRN-5843305 The complaint B, a limited company, complains about the sale of a property owners insurance policy by Butterworth Spengler Commercial Limited trading as Butterworth Spengler Insurance Brokers (‘Spengler’). B’s complaint is brought by Mr S, but I shall refer to all submission... (4 pages)View decision -
Decision Reference DRN-5760933
15 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5760933 The complaint Mr C is unhappy with TSB Bank Plc. Mr C visited a local branch to withdraw £300 in £50 notes only. Mr C was only given £150 and had to wait for the rest of the money. He was unhappy with the service from branch staff. What happened Mr C said when he entered th... (4 pages)View decision -
Decision Reference DRN-5112924
15 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5112924 The complaint Mr C complains that Santander UK Plc (‘Santander’) hasn’t refunded the money he lost as the result of a cryptocurrency investment scam. Mr C referred his complaint to this service with the help of a professional representative. However, for ease of reading, I’... (5 pages)View decision -
Decision Reference DRN-5875040
15 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5875040 The complaint Mr G complains that Vanquis Bank Limited (‘Vanquis’) blocked a transaction on his credit card and didn’t explain why this had happened. Mr G’s unhappy with how his complaint was investigated and addressed. He’d like a formal written apology and £350 compensatio... (2 pages)View decision -
Decision Reference DRN-5885000
15 Oct 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5885000 The complaint Mr C is unhappy with the decision by AXA Insurance UK Plc (AXA) to decline his storm claim. He’s unhappy with the inspection process and the explanation of the cause of damage. AXA were providing a home insurance policy. What happened Mr C made a claim when a s... (4 pages)View decision -
Decision Reference DRN-5867896
15 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5867896 The complaint Mr B, via a representative, has complained that Bank of Scotland plc trading as Halifax (“Halifax”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not rep... (3 pages)View decision -
Decision Reference DRN-5867905
15 Oct 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5867905 The complaint Mr B, via a representative, has complained that MBNA Limited (“MBNA”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Ins... (3 pages)View decision -
Decision Reference DRN-5740966
15 Oct 2025 EE Limited UpheldConsumer CreditDRN-5740966 The complaint Miss H has complained about the way EE Limited handled things off the back of her buying two devices using fixed sum loan agreements with it. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in ... (2 pages)View decision -
Decision Reference DRN-5807894
15 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5807894 The complaint Mr B complains that NewDay Ltd (“NewDay”) wrongfully changed the interest rate on a credit card he held with them. What happened Mr B held a credit card account with NewDay since October 2022. In June 2023, NewDay wrote to Mr B and said: “Due to the changing... (3 pages)View decision