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 380824 results
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Decision Reference DRN-5857711
3 Oct 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5857711 The complaint Miss W is complaining that Home Retail Group Card Services Limited trading as Argos Financial Services (Argos) unfairly defaulted her account. What happened Miss W took out a credit account with Argos online on 8 July 2023. She used this to pay for an item cos... (3 pages)View decision -
Decision Reference DRN-5828431
3 Oct 2025 Unum Ltd Not upheldInsuranceDRN-5828431 The complaint Mr Y complained that Unum Ltd declined a claim on his group critical illness policy. What happened Mr Y was a member of his employer’s group critical illness policy. In November 2024, Mr Y completed a claim form, wishing to claim under the Rheumatoid Arthritis ... (3 pages)View decision -
Decision Reference DRN-5484500
3 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5484500 The complaint T a sole trader complains HSBC UK Bank Plc unfairly closed its bank account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mrs B complaint is about... (4 pages)View decision -
Decision Reference DRN-5522618
3 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5522618 The complaint Mr T complains that Bank of Scotland plc, trading as Halifax (‘Halifax’), won’t refund the money he lost as a result of what he believes was an ‘Authorised Push Payment’ (‘APP’) property investment scam. Mr T brings his complaint with the assistance of a profe... (4 pages)View decision -
Decision Reference DRN-5575018
3 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5575018 The complaint Mr M complains about HSBK UK Bank Plc. He says that he has fallen victim to a scam and would like HSBC to refund him the money he has lost as a result. What happened In January 2024, Mr M made two payments of £5,000 and £1,200 (the latter payment was from Mr M’... (3 pages)View decision -
Decision Reference DRN-5802150
3 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5802150 The complaint Mrs W complains that Barclays Bank UK PLC trading as Barclaycard didn’t do enough to help her when she told it about a dispute she had with a merchant. This was over services paid for using her Barclaycard credit card. What happened In April 2024 Mrs W booked a... (4 pages)View decision -
Decision Reference DRN-5640088
3 Oct 2025 Equifax Limited Not upheldConsumer CreditDRN-5640088 The complaint Mr C complains Equifax Limited are reporting false information on his credit file. What happened Mr C says there are two accounts he has concerns with: • An account from a company I’ll refer to as V – Mr C says he’s never held an account with V. • An account fr... (3 pages)View decision -
Decision Reference DRN-5836446
3 Oct 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5836446 The complaint Miss L complains that Motability Operations Limited trading as Motability Operations (Motability) terminated her hire agreement and intends to recover a car it supplied unless she repays the arrears. What happened I sent a provisional decision setting out what ... (6 pages)View decision -
Decision Reference DRN-5454732
3 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5454732 The complaint Mr and Mrs B complain that HSBC UK Bank UK Plc, trading as first direct (‘First Direct’), won’t refund the money they lost as a result of what they believe was a property investment scam. Mr and Mrs B bring their complaint with the assistance of a professional... (3 pages)View decision -
Decision Reference DRN-5648540
3 Oct 2025 Cia Insurance Services Limited Not upheldInsuranceDRN-5648540 The complaint Mr P complains that Cia Insurance Services Limited mis-sold his landlord’s legal expenses insurance. What happened In October 2019 Mr P took out a landlord’s insurance policy for a property he owned and let to tenants. He decided to add legal expenses cover to ... (3 pages)View decision
