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 401363 results
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Decision Reference DRN-5824688
18 Sep 2025 EE Limited UpheldConsumer CreditDRN-5824688 The complaint Mr E complains about the repayment of a fixed sum loan agreement he has with EE Limited. What happened In August 2024, Mr E took out a fixed sum loan agreement with EE to buy a brand new mobile telephone handset. The cash price of the handset was around £1,300 ... (4 pages)View decision -
Decision Reference DRN-5527818
18 Sep 2025 Scottish Friendly Assurance Society Limited UpheldInsuranceDRN-5527818 The complaint Mr A complains that Scottish Friendly Assurance Society Limited (Scottish Friendly) treated him unfairly when it cancelled his life and critical illness assurance policy. What happened The background to this complaint is well known to all parties so I’ll just ... (5 pages)View decision -
Decision Reference DRN-5407335
18 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5407335 The complaint Mr S complains that Clydesdale Bank Plc trading as Virgin Money won’t refund to him money he lost to a scam. What happened In 2024 Mr S was contacted on an instant messenger platform and invited to join a group of investors. He believed this to be a genuine cry... (3 pages)View decision -
Decision Reference DRN-5682089
18 Sep 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5682089 The complaint Mr H complains OAKBROOK FINANCE LIMITED trading as Oakbrook (Oakbrook) acted irresponsibly by failing to carry out adequate checks before granting him a loan. What happened In September 2021, Mr H took out a fixed-sum personal loan with Oakbrook. He borrowed £5... (4 pages)View decision -
Decision Reference DRN-5365412
18 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5365412 The complaint Mr M complains that Barclays Bank UK PLC will not reimburse him with the money he lost to a scam. What happened Mr M saw an advert on social media for a cryptocurrency investment which appeared to be endorsed by a well known public figure and other investors. S... (3 pages)View decision -
Decision Reference DRN-5482121
18 Sep 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5482121 The complaint Mr P’s complaint is about problems he’s had with a car Moneybarn No. 1 Limited supplied to him under a conditional sale agreement. What happened Mr P entered into a conditional sale agreement with Moneybarn so he could get a car from a dealer “M”. The car was a... (3 pages)View decision -
Decision Reference DRN-5824945
18 Sep 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5824945 The complaint Mr G, Mr G, Mr G and Miss W complain that Barclays Bank UK PLC made errors when they applied for additional borrowing and new interest rate products for three buy to let mortgages. I’ll refer to Mr G, Mr G, Mr G and Miss W together as the borrowers. One of the ... (4 pages)View decision -
Decision Reference DRN-5824980
18 Sep 2025 Santander UK Plc UpheldMortgagesDRN-5824980 The complaint Miss E complains about the way that Santander UK Plc has administered her mortgage. What happened In 2005, Miss E took out an interest only mortgage with Abbey. Abbey is now called Santander and for ease I will refer to Santander throughout this decision. The m... (5 pages)View decision -
Decision Reference DRN-5637020
18 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5637020 The complaint Mr A complains that HSBC UK Bank Plc trading as First Direct unfairly defaulted and closed his credit card account. What happened Mr A initially took out a credit card account with First Direct in August 2023. He stopped making the monthly minimum repayments t... (3 pages)View decision -
Decision Reference DRN-5825402
18 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5825402 The complaint Miss K complains about how NewDay trading as John Lewis Partnership Card (“NewDay”) dealt with her claim for a refund through a chargeback claim and under Section 75 (‘S.75’) of the Consumer Credit Act 1974 (‘CCA’). What happened Miss K used her NewDay credit ... (3 pages)View decision