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 366873 results
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Decision Reference DRN-5243317
1 May 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5243317 The complaint Ms K complains that Bank of Scotland Plc (trading as Halifax) won’t refund the money she lost when she was the victim of a scam. What happened Around 20 years ago Ms K lost a significant sum when an Unregulated Collective Investment Scheme (UCIS) that she had ... (3 pages)View decision -
Decision Reference DRN-5347067
1 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5347067 The complaint Mr B complains that Barclays Bank UK Plc won’t refund the money he says he lost to a scam. What happened Mr B’s friend – Ms M – was approached by someone (who I’ll call ‘MT’) offering to do work on her driveway. Ms M didn’t need any driveway maintenance but di... (3 pages)View decision -
Decision Reference DRN-5497551
1 May 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5497551 The complaint Mr and Mrs A’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) 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 ... (15 pages)View decision -
Decision Reference DRN-5053878
1 May 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5053878 The complaint Ms M complains about the way that Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened In August 2023 Ms M bought a course of dental aligner treatm... (5 pages)View decision -
Decision Reference DRN-5520763
1 May 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5520763 The complaint Mrs and Mr H complain AXA Insurance UK Plc (“AXA”) unfairly declined their claim on their property insurance policy following an escape of water. They say AXA has applied the terms of the policy incorrectly. All references to AXA include its agents. What happen... (3 pages)View decision -
Decision Reference DRN-5492465
1 May 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5492465 The complaint Mr and Mrs R’s complaint is about their mortgage account held with Bank of Scotland plc trading as Birmingham Midshires (BM). The interest-only mortgage term has come to an end and Mr and Mrs R are unhappy that interest has continued to accrue against the outs... (3 pages)View decision -
Decision Reference DRN-5365298
1 May 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5365298 The complaint M, a company, complains about a claim it made on its Amtrust Speciality Limited (‘Amtrust’) legal expenses insurance policy. M says Amtrust treated it unfairly. All references to Amtrust in this decision include their claims handlers. In this complaint M is ... (3 pages)View decision -
Decision Reference DRN-5524781
1 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5524781 The complaint Mr S complains National Westminster Bank Plc (NatWest) provided poor customer service during a series of calls on 23 January 2025, which including being hung-up on by an adviser. What happened I sent the parties a provisional decision in March 2025, in which I ... (4 pages)View decision -
Decision Reference DRN-5511816
1 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5511816 The complaint Ms R complains that Lloyds Bank PLC (‘Lloyds’) authorised two additional cards on her credit card account without her consent and that she hasn’t received statements from January 2023 despite asking for them. What happened Lloyds say that Ms R called them in Ju... (2 pages)View decision -
Decision Reference DRN-5350893
1 May 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5350893 The complaint Miss H complains that Shop Direct Finance Company Limited recorded information on her credit file incorrectly. What happened Miss H held a catalogue shopping account with Shop Direct from 2012 until 2020. In 2024, Miss H applied for a mortgage. The mortgage len... (3 pages)View decision
