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-5433615
12 Sep 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5433615 The complaint Mr H has complained Starling Bank Limited did nothing to stop him being a victim of a scam. What happened Mr H holds an account with Starling. Mr H fell victim to a scam in November 2023 after believing he was talking to someone who represented his bank. He und... (3 pages)View decision -
Decision Reference DRN-5815384
12 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5815384 The complaint Mr C complains that AXA Insurance UK Plc unfairly rejected a claim he made under his own plant tools and equipment section of a business insurance policy. Mr C is a sole trader. What happened Mr C made a claim for the theft of tools from his commercial vehicle ... (2 pages)View decision -
Decision Reference DRN-5603090
12 Sep 2025 Halfords Limited Not upheldConsumer CreditDRN-5603090 The complaint Mr J complains Halfords Limited trading as Cycle2Work (“Halfords”) won’t allow him to cancel a hire agreement. What happened In August 2024, Mr J entered into a hire agreement with Halfords to hire a bike and associated equipment through a cycle to work scheme... (2 pages)View decision -
Decision Reference DRN-5799270
12 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5799270 The complaint Mr S complains HSBC UK Bank Plc didn’t do enough to help get a refund for a purchase made on his debit card. What happened In August 2023, Mr S paid a locksmith for services, paying on his HSBC debit card. When the locksmith carried out the work, they were mis... (4 pages)View decision -
Decision Reference DRN-5691463
12 Sep 2025 The Prudential Assurance Company Limited Not upheldPensions and AnnuitiesDRN-5691463 The complaint Mr R complained that the Teachers’ Additional Voluntary Contributions (AVC) pension arrangement he started with the Prudential Assurance Company Limited didn’t give him the benefits he thought it would provide. What happened Mr R started a Teachers’ AVC pensio... (5 pages)View decision -
Decision Reference DRN-5597794
12 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5597794 The complaint Mr G complains that Monzo Bank Ltd hasn’t refunded him after he sent money to someone blackmailing him. What happened Mr G was contacted by someone on social media, posing as a person they were not. Mr G was talked into sending compromising photos, not realisin... (2 pages)View decision -
Decision Reference DRN-5609044
12 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5609044 The complaint Mr S complains about a car supplied under a hire purchase agreement, provided by BMW Financial Services(GB) Limited (‘BMWFS’). What happened Around March 2024 Mr S acquired a new car under a hire purchase agreement with BMWFS. The car is listed with a cash pri... (4 pages)View decision -
Decision Reference DRN-5190782
12 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5190782 The complaint Mr G complains that Bank of Scotland plc trading as Halifax won’t refund money he lost to an investment scam. Mr G is being represented by solicitors in this complaint. What happened Between February and April 2022, Mr G made seven transactions totalling £31,... (3 pages)View decision -
Decision Reference DRN-5470166
12 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5470166 The complaint Mrs O complains Lendable Ltd irresponsibly provided her with an unaffordable loan. What happened Lendable provided Mrs O with a loan in September 2021. The loan amount was £5,000 with an additional £150 loan fee. It was repayable over 36 monthly instalments of ... (4 pages)View decision -
Decision Reference DRN-5779483
12 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5779483 The complaint Mr L complains that HSBC UK Bank Plc blocked and then closed his bank account. What happened Mr L had an account with HSBC. In March 2025, HSBC blocked the account while it carried out a review. Then, in May 2025, HSBC said it would close his account with imme... (3 pages)View decision